At AGA Rangemaster we will do all we can to provide you with the most suitable response specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.
If you call us, our advisors will ask you about the nature of your complaint. We will take into account all the points you raise and the details we hold in our records and seek to resolve the problem while you are on the line. If we are unable to resolve your complaint while you are on the line, we will inform you of how long it is expected to take to resolve and agree when and how we will keep you updated. If your complaint requires specialist knowledge, we will take your details and assign your complaint to a specialist advisor with the right expertise to resolve it, who will contact you in a mutually agreed timeframe to let you know how they will handle your complaint.
If you contact us by letter or by email we will review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We will ensure that your complaint is investigated by the person in the company that is best placed to resolve your complaint. We will normally get back to you by phone, but if this is not possible, we will respond in writing within 5 days of receiving your contact.
We will do all we can to resolve your complaint as soon as possible. If your complaint is of an urgent nature, for example, if you are experiencing a loss of service, we will prioritise as appropriate to ensure we get you up and running as quickly as possible.
We aim to acknowledge your complaint on the day we receive it or the next day at the latest, however, to fully resolve your complaint may take us longer. We will keep you informed every step of the way until you are happy with the resolution. Some complaints by their very nature, may take longer than others to resolve, particularly if they have technical complexity. If we have been unable to agree the resolution of your complaint within a reasonable amount of time and certainly within 10 days we will contact you. We will endeavour to keep you informed of progress in a way that best suits you and at a time that is convenient for you.
What can you do if you are unhappy with our response?
We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our response, please tell us and let us know where you think further attention is required. We can then review your complaint, and our response, and can escalate the complaint within the company. We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve. We will keep you informed of progress and any changes.
If you’re not happy with the resolution of your complaint please contact, Head of Customer Service:
Head of Customer Service, AGA Rangemaster, Station Road, Ketley, Telford, Shropshire, TF1 5AQ