Customer Experience

www.fhio.org

Customer Care & Complaints Policy

Perfect Group (Nationwide) Limited delivers a House Removal and Storage services to a diverse range of customers across UK. Customer Care in these services will be provided by the following types of process:

Enquirers
Enquirers can expect to have any service query dealt with promptly, with many completed during the initial contact with a member of staff. All enquiries will be responded to within 24 hours. All forms of written response will be dispatched to the client on the same day the enquiry is received. Enquirers can expect that Perfect Group (Nationwide) Limited will monitor how effectively it handles enquiries and seek to improve the service customer’s experience.

Where a customer wishes to make a formal complaint Perfect Group (Nationwide) Limited has a Complaints process. All Perfect Group (Nationwide) Limited staff have been briefed on the Complaints Process and its operation.

Where a customer wishes to make a formal complaint Perfect Group (Nationwide) Limited has a Complaints process. All Perfect Group (Nationwide) Limited staff have been briefed on the Complaints Process and its operation.

Making a complaint
In the first instance any concern or problem should be raised with a member of staff who may be able to resolve the situation immediately. If this is not possible or does not resolve the issue the customer should adopt the formal procedure of submitting a complaint in writing within 7 days of delivery of goods.

Please email your completed complaints form, written complaint and all supporting evidence to This email address is being protected from spambots. You need JavaScript enabled to view it..

Perfect Group (Nationwide) Limited will acknowledge receipt of a complaint within 3 days.

Following the resolution of the complaint Perfect Group (Nationwide) Limited will review the processes and procedures to identify changes, staff training or communication that would improve the processes and customer service.

Staff action
Staff receiving a concern raised by a customer, or a formal complaint should ensure that the concern or complaint is recorded as per the Customer Complaints Procedure. This Customer Care Policy lays down the expected level of service customers can expect. Perfect Group (Nationwide) Limited will strive to continue to deliver effective and helpful services, those services will also be regularly reviewed in order to ensure continuous improvement.

Complaints Handling Procedure

We take all complaints very seriously and work with our customers to deal with them quickly and in a satisfactory manner.

All complaints must be made in writing within 7 days of delivery of goods.

If you notified the removal crew or office staff of your complaint in person, or over the telephone, we will still require you to send your complaint in writing to This email address is being protected from spambots. You need JavaScript enabled to view it. within 7 days of the delivery of your goods. Telephone complaints will receive a written response confirming details of the conversation, again we will advise that the complaint must be submitted in writing.

All written complaints will be acknowledged by our Customer Experience team within 3 working days.

Our Customer Care team will immediately log complaints and track them regularly.

Jenna Mason - Customer Experience Manager will monitor the complaint log to ensure all claims have been responded to within the specified time and resolved without delay.

To help our Complaints Team assess your case and provide a fair outcome, we will send you a PDF Complaints Form, which you will be asked to complete and return with any supporting documents. All receipt copies and photographs must be attached to your email when returning this form, failure to do so may impact the outcome of your complaint.

We endeavour to send a formal written outcome of the investigation within 15 days of receiving your written complaint, with or without receipt of the completed complaints form or supporting documentation.

If you remain dissatisfied with the outcome, we will ask you to write to us again to explain the reasons why you feel the complaint remains unresolved.

We will reassess your case and provide you with a written statement expressing our Final Viewpoint. Following this second review, we will refer you to The Furniture Ombudsman (TFO) within 8 weeks of receiving the complaint.

If the matter has not been resolved within 8 weeks or we have not responded, you will be eligible to register your complaint with the TFO.

We shall then co-operate with all parties involved and TFO in the resolution of your complaint and/or the handling of any liability/insurance claim.