Complaints Policy

Complaints Policy

Overview

Our aim is to please, but we know that sometimes things go wrong. If you have a problem, we would like to know about it. We prefer to resolve complaints informally if we can because the process is simpler and quicker.

This policy explains how you can raise a complaint about our goods and services and how we deal with complaints.

How to make an informal complaint

If you would like to make an informal complaint, you can do so via any of the following methods:

Telephone 

You can telephone the office you originally dealt with and raise a complaint with the member of staff who will also inform their line manager.

Email

You can email using the email address of the office you originally dealt with.

Letter

You can send a letter detailing your complaint to the office you originally dealt with.

How to make a formal complaint

If your complaint cannot be resolved informally and you would like to make a formal complaint to our head office, you can do so via:

Email

You can email our head office at info@robertsonmemorials.co.uk and mark the email for the Sales Director.

Online Contact Form

You can complete our online Contact Form at www.robertsonmemorials.co.uk

Letter

You can send a letter detailing your complaint to our head office at:

The Sales Director, Robertson Granite, Silvertrees Drive, Westhill, Aberdeenshire AB32 6BH

Information

Please include the following information when you make a complaint:

  • Your full name
  • Your contact details (telephone and email)
  • The name on the memorial and the burial ground name
  • Any relevant dates or times which are appropriate to your complaint
  • Any account / order reference number we have provided to you
  • A key summary of the problem

What to expect

Complaints will be processed and looked at during our business hours, Monday – Friday.

Acknowledgement

We will acknowledge your complaint within three business days of our receipt of it.

Investigation

We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.

Response

A response to your complaint will ordinarily be provided to you via email unless it has been agreed to do so by another means. We will normally provide a full response within fourteen business days. However, sometimes the investigation will take longer. If this is the case, we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response.#

Other options

We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.

Professional body

We are a member of the National Association of Memorial Masons and we adhere to the relevant guidelines and Code of Working Practices set by NAMM.

This body also offers an alternative arbitration service for members of the public, so you can contact NAMM about any complaint should you deem this to be appropriate. Their contact details can be found on their website: www.namm.org.uk