Complaints Procedure

Vimpex Ltd is committed to providing high-quality products and excellent customer service. However, we understand that sometimes our customers may have complaints or issues with our products or services. To ensure that these concerns are addressed in a timely and satisfactory manner, we have developed the following customer complaints procedure.

Step 1: Contact Customer Service

If you have a complaint or issue with any Vimpex product or service, please contact our administration team as soon as possible. You can do this by phone on 01702 216999, or email, [email protected]. Our representatives are trained to handle complaints and will do their best to resolve your issue.

Step 2: Provide Details

When you contact our administration team, please provide as much detail as possible about your complaint or issue. This should include the product or service in question, the nature of the problem, and any relevant part, order, or transaction numbers. The more information we have, the better we will be able to assist you.

Step 3: Investigation and Response

Once we have received your complaint or issue, we will investigate it thoroughly. We may need to contact you for additional information or clarification during this process. Once we have identified the root cause of the problem, we will provide you with a response that outlines our findings and any proposed solutions.

Step 4: Resolution

If we are able to resolve your complaint or issue to your satisfaction, we will close the case. If not, we will work with you to find a solution that meets your needs. In some cases, this may involve providing a replacement product or issuing a refund at our discretion.

Step 5: Feedback

We value your feedback and use it to improve our products and services. After your complaint or issue has been resolved, we may ask you to provide feedback on your experience with our customer complaints procedure. This will help us to identify areas for improvement and ensure that we are providing the best possible service to our customers.

We hope that you never have cause to use this complaints procedure, but if you do, please rest assured that we will do everything we can to resolve your issue as quickly and efficiently as possible.

James Jones

Managing Director