Customer Feedback and Complaints Procedure

This document outlines a comprehensive procedure for facilitating and monitoring customer feedback and a formal complaints procedure for Rotorflush Filters Ltd, ensuring compliance with current UK consumer protection law and regulations as of 2025-10-08.

Adopted on:  Sept 2025

Procedure Review Date: Sept 2026

1. Customer Feedback Procedure

Rotorflush Filters Ltd values customer input to continuously improve its products and services. This procedure ensures that feedback is systematically collected, analysed, and acted upon.

1.1. Methods for Collecting Feedback

Post-Sale Follow-up to include:

Email Surveys. Approximately two months after product despatch, customers will receive email requesting feedback on the product's performance, delivery, and overall experience. This survey is concise and easy to complete, utilizing a rating scale and optional free-text fields

Direct Phone Calls. For larger or more complex orders, a member of the sales or customer service team will conduct a follow-up phone call to gather more in-depth feedback and address any initial queries.

Website Feedback Form. A ‘Feedback’ and ‘Contact’ section will be prominently displayed on the Rotorflush Filters Ltd website (www.rotorflush.com). This form will allow customers to submit questions, general comments, suggestions, or praise at any time. 

Direct Communication Channels. 

• Email: Customers can send feedback directly to a dedicated email address: feedback@rotorflush.com.
• Telephone. A customer service line will be available during business hours for direct feedback.

Trade Shows and Events. When participating in industry events, Rotorflush Filters Ltd representatives will actively engage with customers and prospects to gather qualitative feedback on product needs and market trends.

1.2. Monitoring and Analysis of Feedback

Centralized Database. All feedback received through various channels will be logged into a centralized customer relationship management (CRM) system. This system will categorize feedback by product, service area, and sentiment (positive, neutral, negative).

Regular Review Meetings. A cross-functional team, including representatives from sales, engineering, production, and customer service, will meet monthly to review all collected feedback.

Trend Identification. The team will identify recurring themes, common issues, and areas for improvement. Quantitative data from surveys will be analysed to track trends over time.

Action Planning. Based on the analysis, specific action plans will be developed. These plans will include:

• Assigning responsibility for addressing identified issues.
• Setting clear deadlines for resolution.
• Defining metrics for success.

Reporting. A summary report of feedback trends and actions taken will be presented to senior management quarterly.

1.3. Responding to Feedback

Acknowledgement. All feedback submitted via email or the website form will receive an automated acknowledgement within 24 business hours.

Personalized Response (where appropriate). For detailed feedback or suggestions, a personalized response will be provided within 5 business days, outlining how the feedback will be considered or acted upon.

Public Acknowledgement (where appropriate). Positive testimonials, with customer permission, may be featured on the company website or marketing materials.

2. Formal Complaints Procedure

Rotorflush Filters Ltd is committed to resolving customer complaints fairly, efficiently, and in compliance with UK consumer protection law, including the Consumer Rights Act 2015. [3] This procedure ensures that all complaints are handled consistently and transparently.

2.1. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether oral or written, about the products or services provided by Rotorflush Filters Ltd, where a response or resolution is explicitly or implicitly expected.

2.2. How to Make a Complaint

Customers can make a formal complaint through the following channels:

• Email: complaints@rotorflush.com 
• Post: Complaints Department, Rotorflush Filters Ltd, The Workshop, Langmoor Manor, Charmouth, Dorset, DT6 6BU, U.K.
• Telephone: +44 (0)1297 560 229 (during business hours)

Customers should provide as much detail as possible, including:

• Their name and contact information.
• Product details (model, serial number, purchase date).
• A clear description of the complaint.
• Any relevant supporting documentation (e.g., photos, order confirmations).

2.3. Stages of the Complaints Procedure

Stage 1: Initial Receipt and Acknowledgment

Logging: All complaints will be logged immediately upon receipt into the centralized CRM system, assigned a unique reference number, and categorized.

Acknowledgment: 

• Email/Written Complaints: An acknowledgment will be sent within 2 business days of receipt, confirming that the complaint has been received and providing the unique reference number.
• Telephone Complaints: If the complaint cannot be resolved immediately, the customer will be informed of the next steps and provided with the unique reference number.
• Initial Assessment: The complaint will be assigned to a dedicated complaint's handler for initial assessment.

Stage 2: Investigation

Thorough Investigation: The complaints' handler will conduct a thorough and impartial investigation, gathering all necessary information from relevant departments (e.g., sales, production, engineering, customer service). This may involve reviewing product specifications, production records, delivery logs, and communication history.

Customer Communication: The complaints' handler may contact the customer for further clarification or information during the investigation.

Timeline: Rotorflush Filters Ltd aims to resolve complaints within 10 business days of receipt. If the investigation is expected to take longer, the customer will be informed of the delay and provided with an updated estimated resolution date.

Stage 3: Resolution

Proposed Resolution: Once the investigation is complete, the complaints' handler will propose a fair and reasonable resolution to the customer. This resolution will be in line with Rotorflush Filters Ltd's guarantee (one year provided products are used according to instructions), product instruction manuals, operating instructions, and UK consumer protection law.

Options for Resolution: Potential resolutions may include:

• Repair: Free inspection and repair of products under guarantee, or repair at competitive rates for out-of-guarantee products.
• Replacement: if repair is not feasible or the product is deemed faulty within a reasonable timeframe.
• Refund: In accordance with the Consumer Rights Act 2015, if the product is found to be of unsatisfactory quality, unfit for purpose, or not as described.
• Compensation: In exceptional circumstances, where appropriate.
• Communication of Resolution: The proposed resolution will be communicated to the customer clearly and in writing (email or post).
• Customer Acceptance: The customer will be given a reasonable timeframe (e.g., 7 business days) to accept or reject the proposed resolution.

Stage 4: Escalation (if necessary)

Unresolved Complaints: If the customer is not satisfied with the proposed resolution, they can request an escalation of their complaint.

Senior Management Review: The complaint will be escalated to a senior manager who will conduct an independent review of the complaint and the proposed resolution.

Final Decision: The senior manager will provide a final decision in writing within 5 business days of the escalation request. This decision will explain the reasoning and outline any further options available to the customer.

Stage 5: External Resolution (if applicable)

Alternative Dispute Resolution (ADR): If the customer remains dissatisfied after the internal complaints procedure has been exhausted, Rotorflush Filters Ltd will inform them of their right to seek external resolution through an approved Alternative Dispute Resolution (ADR) scheme. While not mandatory for all businesses, offering ADR demonstrates a commitment to fair resolution.

Trading Standards: Customers can also contact their local Trading Standards office for advice and assistance.

Small Claims Court: As a last resort, customers may pursue their complaint through the Small Claims Court.

2.4. Record Keeping and Review

Comprehensive Records:  Detailed records of all complaints, including the nature of the complaint, investigation steps, proposed resolutions, and final outcomes, will be maintained for a minimum of 6 years. 

Regular Review: The complaints procedure and complaint data will be reviewed annually by senior management to identify systemic issues, improve product quality, and enhance customer service. This review will also ensure ongoing compliance with relevant legislation.