At Intelipak Ltd, we are committed to providing high-quality products and services to our customers across the UK. Your satisfaction is very important to us.
This Complaints Policy outlines how you can raise a complaint, how we will handle it, and what you can expect from us.
1. Our Commitment
We take all complaints seriously.
We aim to resolve complaints quickly, fairly, and confidentially.
We use complaints as an opportunity to improve our services and products.
2. How to Make a Complaint
If you are dissatisfied with any aspect of our service, products, or communication, you can contact us through one of the following methods:
Contact Details:
Intelipak Ltd
Food Packaging, 54 Bridge Street, Glasgow G5 9HU, United Kingdom
? 0141 739 4736
✉️ sales@intelipak.co.uk
Please provide:
Your name and contact details
A clear description of your complaint
Any relevant order numbers, product details, or supporting documents
3. How We Handle Complaints
Upon receiving your complaint:
We will acknowledge receipt within 2 business days.
We will investigate the matter thoroughly and fairly.
We aim to provide a full response within 10 business days. If we require more time, we will keep you updated on our progress.
Our investigation may include:
Reviewing relevant correspondence and order records
Speaking with relevant team members
Proposing appropriate solutions or remedies
4. Possible Outcomes
Depending on the nature of the complaint, we may offer:
An apology
A replacement or refund (where appropriate)
A corrective action to prevent future issues
A detailed explanation of the outcome and any steps taken
5. Escalation
If you are not satisfied with the resolution offered, you may request that the complaint be escalated to a senior member of staff for further review.
We will provide you with a final written response.
6. Record Keeping
We maintain records of all complaints to monitor trends, improve our services, and comply with any applicable regulatory requirements.
7. Policy Updates
We reserve the right to amend this Complaints Policy from time to time. Updates will be published on our website.
