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The Retail Ombudsman Member

Quatropi Ltd are proud members of the Retail Ombudsman scheme.
Quatropi Ltd are proud members of the Retail Ombudsman scheme.

As members of The Retail Ombudsman scheme our customers can be assured that in the unlikely event that we are unable to reach agreement, they have recourse to an impartial, independent third party to adjudicate and that we will be bound by its decision.Our customers can also be reassured that The Retail Ombudsman has verified that:

  • we have terms and conditions of business that are legally compliant, fair and easy to understand
  • we have a fair returns policy
  • we have a fair complaints policy
  • the Ombudsman has verified our VAT status
  • the Ombudsman has verified our contact details
  • impartial, independent adjudication of any unresolved disputes

 We pride ourselves on giving excellent customer satisfaction. 

In the unlikely event of a complaint, please see our policy below (a full copy of our complaints procedure is available upon request).

Resolving Complaints

Wherever possible, a complaint is best resolved by the person responsible for the issue of the complaint. All complaints will be acknowledged by the person handling the complaint, and the complainant will be kept informed as to the status of their complaint and when they can expect to receive a reply. On receipt of a complaint, a full record will be kept of any telephone conversations or written communications. Ideally, we aim to resolve complaints within a timescale of seven working days.  If this is not possible because a full investigation has not yet been completed, a progress report will be sent to the complainant. If we, Quatropi Ltd, are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers. As a member of the organisation, we are bound by their code of practice and they can be contacted via:

 

Website: www.theretailombudsman.org.uk

 

Email: enquiries@theretailombudsman.org.uk

 

Tel:  02031 3782 68

 

ODR (online dispute resolution) Platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN