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Haddon Williams Ltd
Unit 6
Cranmere Court
Exeter
Devon
EX2 8PW

Tel 01392 829 417
   


COMPLAINTS PROCEDURE

Standard of Service

We will do all we can to ensure that you are given the highest possible standard of workmanship and service. Unfortunately, mistakes and misunderstandings sometimes happen. If you have a problem, we would like to know about it as soon as possible so we can put matters right. I hope the following explains how we deal with the problems that you tell us about.

Our Procedure

We hope that you never have any reason to complain, but if you do, we will deal with your complaint in accordance with the rules set out below.

It may be possible to resolve your complaint within a couple of days, in some cases it may take longer .

If we are unable to resolve your problem quickly, we will send you a written acknowledgment within five working days of its receipt giving you the name of the person handling the complaint and tell you when you can expect to hear from us, this will be no longer than four weeks of receiving your complaint.

If we are unable to resolve your complaint within four weeks, perhaps it may involve research or suppliers, we will write and explain what steps have been taken and tell you when you can expect the outcome of our investigation. This should normally be within eight weeks.

How to make a complaint

. Telephone the laboratory
. Write to the laboratory
. Fax your complaint to 01626 216 293

The first point of contact will be Caroline White who will then delegate the complaint to the appropriate technician, who will then contact you in person.

We are proud of our standard of service and are always delighted to hear from clients who have experienced excellent service.


 
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