Customer Service Charter

Our Service to You

We aim to:

• Provide fast, efficient and effective service from the moment you call us.
• Provide complete, accurate and current information and guidance to help you make a purchasing decision that is right for you.
• Secure your loyalty and trust with the supply of products manufactured to a high standard that represent value for money.
• Act honestly, openly and ethically with you and be accountable for our actions.

All our staff will:

• Be polite, friendly, open and honest.
• Treat you with respect.
• Treat you fairly and equally.
• Respond promptly to requests for service, advice or information.
• Inform you promptly of decisions that will affect you.
• Respect your privacy and the confidentiality of information provided.

If you telephone us we will:

• Be prompt in answering calls.
• Tell you who you are speaking to.
• Try to deal with your enquiry within 24 hours.

If you write, fax or email us we will:

• Acknowledge your email same day. (not weekends)
• Reply to you within 1 working day.
• Communicate clearly and in plain language

Suggestions and Comments

We are keen to improve the level of service we offer and welcome your suggestions or comments on the service you have received. Please write to us at the address below or email us on [email protected]

Complaints

Should you be unhappy with our products, service or the behaviour of any of our staff, please:

• Immediately contact us by email: [email protected] or telephone us on 01843 292136 and raise your concerns with a member of our customer service team.
• If the complaint is not resolved to your satisfaction or if the complaint refers to the sales or service team contact us by email: [email protected] or phone: 01227 907003.
• If you are still not satisfied or would like to provide feedback, your concerns should be submitted in writing to the Managing Director. First Choice Mobility Ltd, 127 Canterbury Road, Westbrook, Kent CT9 5BD

Written complaints will be fully investigated and a written response provided within 20 working days of receipt of the complaint.

This Charter was approved by our board in May 2022 and will be reviewed annually to ensure it remains relevant.