Complaints

1. Purpose of this Complaints Policy

1.1 Nicholls Nectar Ltd welcomes and encourages feedback of all kinds from our customers. If you have a complaint about our goods and/or services or our customer service, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.

1.2 It is our policy to resolve complaints quickly and fairly, where possible without the need for them to be escalated further.

2. What this Complaints Policy Covers

2.1 This complaints policy applies to the sale of goods and the provision of services by Nicholls Nectar Ltd and to our customer service.

2.2 For the purposes of this Complaints Policy, any reference to Nicholls Nectar Ltd also includes our employees and agents.

2.3 Complaints may relate to any of our activities and may include (but not be limited to):

• 2.3.1 The quality of customer service you have received from Nicholls Nectar Ltd;
• 2.3.2 The behaviour and/or professional competence of our employees;
• 2.3.3 Delays, defects or other problems associated with the sale of goods and/or by Nicholls Nectar Ltd;

2.4 The following are not considered to be Complaints and should therefore be directed to the appropriate person:

• 2.4.1 General questions about our goods and/or services;
• 2.4.2 Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with our Terms and Conditions where there is no further complaint;
• 2.4.3 Matters concerning contractual or other legal disputes; or
• 2.4.4 Formal requests for the disclosure of information, for example, under applicable legislation;

3. Making a Complaint

3.1 All Complaints, whether they concern our goods and/or services and/or our customer service should be made in one of the following ways:

• 3.1.1 In writing, addressed to Nicholls Nectar Ltd of Sittingbourne Logistics Park, Swale Way, Sittingbourne, ME10 2FF;
• 3.1.2 By email, addressed to S Nicholls at samantha@nichollsnectar.co.uk;
• 3.1.3 By contacting us by telephone on 01795 420366.

3.2 When making a Complaint, we kindly request you to provide the following information in as much detail as is reasonably possible:

• 3.2.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
• 3.2.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
• 3.2.3 If you are making a Complaint about a particular transaction, the order or invoice number;
• 3.2.4 Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
• 3.2.5 Details of any documents or other evidence you wish to rely on in support of your Complaint;
• 3.2.6 Details of what you would like Nicholls Nectar Ltd to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

4. How We Handle Your Complaint

4.1 Nicholls Nectar Ltd will acknowledge receipt of your complaint within 48 working hours of it being received.

4.2 If we require any further information and/or evidence from you then we will contact you as quickly as is reasonably possible to ask for it. We ask that you use all reasonable efforts to supply any such information or evidence as quickly as possible to avoid any further unnecessary delays.

4.3 We will aim to resolve your complaint as soon as is reasonably practicable. If for any reason we anticipate that our response is going to be delayed then will of course keep you updated as to the likely delay.

5. Confidentiality and Data Protection

5.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of Nicholls Nectar Ltd who need to know in order to handle your Complaint.

5.2 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Policy available from our website.

6. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Mrs Samantha Nicholls by post, telephone or email at the address set out in clause 3.1 above.

7. Policy Responsibility and Review

7.1 Overall responsibility for this Complaints Policy within Nicholls Nectar Ltd and the implementation thereof lies with Mrs Samantha Nicholls.

7.2 This Complaints Policy is regularly reviewed and updated as required.

7.3 This Complaints Policy was adopted in July 2023.