Complaints Procedure

We are committed to providing the highest level of service to our customers. If you are dissatisfied with any aspect of our products or services, we want to hear from you so that we can resolve the issue promptly.

How to Make a Complaint:

1. Contact Us Directly
   If you wish to make a complaint, please contact us using one of the following methods:

• Email: info@pickup-systems.com
• Phone: 01282 454962
• Online Contact Form: pickup-systems.com
• Post: Unit 6 D,E & F Empire Business Park, Enterprise Way, Burnley, Lancashire, BB12 6LT

1. Please provide as much detail as possible to help us understand the issue, including:

• Your name and contact details
• A clear description of the problem
• Any supporting documentation or evidence (e.g. order numbers, receipts, photos)

1. Acknowledging Your Complaint
   Upon receiving your complaint, we will acknowledge receipt within 5 business days. We will inform you of the steps we are taking to investigate your complaint and provide an estimated timeframe for resolution.
2. Investigation
   We will thoroughly investigate your complaint and aim to resolve it within 30 business days. If we need additional time to resolve the issue, we will keep you informed and provide updates on the progress.
3. Resolution
   Once we have investigated your complaint, we will notify you of the outcome. If we find that the complaint is justified, we will offer an appropriate solution. This may include a refund, replacement, repair, or other remedies depending on the nature of the complaint.
4. Escalation Process
   If you are not satisfied with the resolution of your complaint, you may request a review by a senior member of our team. If the matter remains unresolved to your satisfaction, you have the right to escalate the complaint to an independent third-party dispute resolution service.

Escalating to an Independent Body:

If you are still dissatisfied with the resolution after following our internal complaints process, you may contact the relevant independent dispute resolution service for the sector:

For general consumer complaints, you may contact Citizens Advice.

Notes:

• All complaints will be treated in confidence.
• We will do our best to resolve all complaints in a fair, transparent, and timely manner.
• We welcome feedback as it helps us improve our services.

If you have any questions about our complaints procedure or need assistance, please don’t hesitate to get in touch.