Complaints Policy

COMPLAINTS POLICY

At KEENS Belfast, your satisfaction is of great importance to us.
We understand that despite all best intentions, from time to time things may not always run completely smoothly for everyone involved at all times and we are very happy to handle your complaint if ever required.

We thank you for bringing the matter to our attention, and ensure you that we are here for you in the event of your dissatisfaction.

We aim to act quickly, and we aim to be accessible for you as best possible.

We invite you to contact us by telephone on 028 9045 3310 or by email service@keensbelfast.com

We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 4 weeks we will send you a final response detailing our resolution. If we are unable to provide you with a final response at 4 weeks, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.

We endeavour to provide a fair and straightforward solution where possible at all times with all customers, to ensure a professional, caring and time efficient resolution to received complaints.

We will follow-up with you personally by one of our customer care team, and we will always do our best to maintain good communication, to ensure no customer left wondering if their complaint has been forgotten about.

Once a complaint has been resolved, our care continues and we like to follow- up where possible to make sure customer satisfaction with the outcome.

What can I do if I can't reach an agreement on my complaint?
If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial- ombudsman.org.uk.

We are open and ready for customer feedback at all times.
Customer experience is at the core of our company longevity and means so much to us as a company as we continue to embrace our customer base, new and existing.

We thank you for your custom at all times, and thank you for your feedback, positive, negative or other as we aim to constantly improve our offering and service to you.