Right to Complain

At Lindy Electronics, we are committed to providing high-quality products and services. We recognise that, from time to time, things may not go as expected. We welcome feedback and complaints as an opportunity to improve our services.

Everyone has the right to complain without fear of discrimination, retaliation or disadvantage. We will handle all complaints fairly, confidentially and promptly.

1. Purpose

This policy explains how complaints can be made, how they will be investigated and what you can expect throughout the process.

2. Scope

This policy applies to:

  • Customers
  • Clients
  • Business partners
  • Suppliers
  • Members of the public
  • Anyone who receives services from or interacts with our organisation

3. What You Can Complain About

Complaints may relate to:

  • Quality of service
  • Customer service
  • Products supplied
  • Delays
  • Staff conduct
  • Communication
  • Billing issues
  • Failure to follow procedures
  • Accessibility
  • Handling of personal information
  • Any other aspect of our service

4. Your Rights

  • Be treated respectfully and courteously.
  • Have your complaint taken seriously.
  • Receive acknowledgement of your complaint.
  • Have your complaint investigated fairly and impartially.
  • Receive regular updates where appropriate.
  • Receive an explanation of the outcome.
  • Escalate your complaint if you are dissatisfied.
  • Complain without fear of victimisation or discrimination.

5. How to Make a Complaint

Complaints can be made using any of the following methods:

Email: complaints@lindy.co.uk
Telephone: 01642 754018

Post:
Lindy Electronics Ltd
103 Sadler Forster Way
Thornaby Industrial Estate
Stockton-on-Tees
TS17 9JY

Please include where possible:

  • Your name
  • Contact details
  • Description of the issue
  • Relevant dates
  • Supporting evidence
  • Your preferred outcome

Anonymous complaints will be considered where sufficient information is provided.

6. Our Complaints Process

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within five working days.

Step 2 – Investigation

  • Review the information provided
  • Speak with relevant staff where necessary
  • Consider all available evidence
  • Keep information confidential wherever possible

Step 3 – Response

We aim to provide a full written response within 20 working days. Where additional time is needed we will explain why and provide an updated timescale.

7. Outcomes

  • Explain what happened
  • Apologise where appropriate
  • Correct an error
  • Replace or refund a product where applicable
  • Improve our procedures
  • Provide additional staff training
  • Take other appropriate remedial action

8. Escalating a Complaint

If you are dissatisfied with our response, you may request that the complaint be reviewed by a senior manager.

If you remain dissatisfied after our final response, you may be able to refer your complaint to the relevant independent regulator, ombudsman or alternative dispute resolution service where applicable.

9. Confidentiality

All complaints will be handled in confidence. Information will only be shared with those involved in investigating and resolving the complaint unless disclosure is required by law.

10. No Retaliation

No individual will suffer discrimination, victimisation or unfair treatment for making a complaint in good faith.

Knowingly making false or malicious complaints may be dealt with separately.

11. Accessibility

We are committed to making our complaints process accessible. If you require this policy or our complaints process in another format, language or need additional support, please contact us.

12. Monitoring and Improvement

We regularly review complaints to:

  • Identify recurring issues
  • Improve our services
  • Enhance customer satisfaction
  • Reduce future complaints

Complaint data may be analysed in an anonymised form for quality improvement.

13. Contact Details

Complaints Officer: Phillipa Chapman
Email: complaints@lindy.co.uk 
Telephone: 01642 754018

Postal Address
Lindy Electronics Ltd
103 Sadler Forster Way
Thornaby Industrial Estate
Stockton-on-Tees
TS17 9JY

Policy Statement

We value feedback and view complaints as an opportunity to learn, improve and strengthen the quality of our services. Every complaint will be treated fairly, impartially and with respect.