Customer service charter

Introduction

This document formally describes Connection’s commitment to our customers. The goal of Connection is to deliver service excellence in all aspects of our business. This charter covers each of those areas and states clearly the service levels our customers can expect.

Making contact with Customer Service

For advice, information or help with any problems related to the products we provide, customers can contact us by phone, email or by post.

Hours of Service:
08:30 – 17:30 Mon-Thu
08:30 – 17:00 Fri

By phone:
01484 600 100

By email:
sales@connection.uk.com

By post:
Connection
Dogley Mills
Penistone Road
Huddersfield
HD8 0LE

Connection will respond to all queries within 1 hour. Where an issue cannot be dealt with immediately Connection will keep customers informed in relation to the progress being made in dealing with the enquiry.

 Order Acknowledgements

On receipt of a written order, verbal orders are not accepted, Connection will contact the customer within 24 hours to advise of any queries with the order. Once all the relevant information is received relating to the order, an acknowledgement will be sent out within 48 hours.

The acknowledgement of the order will detail; the product ordered, all references relating to order numbers, pricing and delivery week ending for the order.

Invoices & Payment Processing

Connection ensures that customer invoices are clear and accurate, so that payments received are posted to the customers account in a timely manner.

Connection will issue monthly statements of accounts for customer reconciliation. Standard terms are 30 days from Invoice date.

Complaint Processing

Connection is committed to providing our customers with the best service levels in the industry. Despite our endeavours, things do go wrong, and when they do, we want to know so that we can rectify problems as quickly as possible.

To help us continually improve our services to you, we have developed procedures to deal with complaints.

On receipt of a completed non conformance form, a Connection representative will contact you within 48 hours to advise on the course of action that we propose. The complaint will be investigated and a course of action agreed with the customer to make sure the problem is resolved quickly and satisfactorily.

If repair or rectification work is required, the date of this will be confirmed through to you ensuring that it meets with your requirements.