Complaints Procedure 

Royal Prestige® Innove™ Cookware Complaints Procedure

This document was last updated on Sept 19, 2021

 

CUSTOMER SATISFACTION

If you are not satisfied with any aspect of our service or products please tell us about your issue.

 

Step-by-Step Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it – that way we can do something to put it right. We want to:

    • Make it easy for you to tell us what went wrong

    • Give your complaint the attention it deserves

    • Resolve your complaint fairly without delay

    • Make sure you are satisfied with how your complaint was resolved

 

 

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint by contacting the Royal Prestige® Innove™ Cookware Dealership from whom you purchased your Royal Prestige® Innove™ Cookware product, using the contact details overleaf in the following ways:

    • In person – call into the Dealership

    • In writing or email – write to your Dealership

    • By telephone – call your Dealership during office hours

 

 

How long will it take?

We aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

    • Why we have not resolved your complaint

    • Who is dealing with your complaint

    • When we will contact you again

 

We will usually resolve your complaint quickly but if it is complex it may take longer. We will keep you informed on a regular basis but if you feel that your complaint is not being progressed to your satisfaction you can contact the Royal Prestige® Innove™ Cookware: Telephone us on 020 8491 3422, email: support@cookinstyle.live or alternatively write to us at: Unit 1 Strand House Locomotion way Newcastle Upon Tyne NE12 5US

 

If we cannot reach agreement with you within 8 weeks we will:

    • Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision (OR)

    • Issue our final decision letter which will explain our final position

 

The Financial Ombudsman Service (FOS)

Our aim is to resolve all complaints internally. However if after receiving our final decision letter or if 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.

 

Please note only complaints relating to the sale of financial services should be referred to FOS.