Complaints Policy

At The Pro Branding Co, our mission is to ensure a seamless and enjoyable experience for all our customers. However, we recognise that sometimes things may not go as expected, and you might feel the need to express concerns or dissatisfaction with our products, services, or team interactions.

We have established this comprehensive complaints policy to address and resolve any issues swiftly and fairly.

Applicability

This policy applies to all patrons of The Pro Branding Co who visit our website, www.theprobrandingco.com, and wish to submit complaints regarding our products, services, or the conduct of our staff.

Our Pledge
• We take every complaint seriously, dealing with them professionally and confidentially.
• We acknowledge all complaints within 3 working days and provide periodic updates throughout the resolution process.
• We are committed to resolving complaints fairly and adequately, aiming for an agreeable resolution for all parties involved.
• Every complaint is seen as a chance to enhance our services and customer experience.

Submitting a Complaint

You can submit a complaint through any of the following means:

• Online Form: Complete the form on our website's "Contact Us" page. Please provide detailed information to help us understand the issue fully.
• Email: Contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. with your details and a comprehensive description of your complaint.
• Phone: Call our customer service at 0345 8054070 during business hours 9am-5pm Monday - Friday for immediate assistance.
• Postal Mail: Address your written complaints to Chris Pitts, The Pro Branding Co, Promerch World Ltd, 23 Nevanthon Road, Western Park, Leicester, LE3 6DR. Please include your contact information and a detailed account of your complaint.

Complaint Acknowledgement

Upon receipt of your complaint, we will acknowledge it within 3 working days via your chosen method of communication, providing a dedicated contact person for your case.

Investigation and Resolution Process

• Our complaint resolution process includes a thorough review of your case, which may involve examining documentation, speaking with involved staff, and additional communication with you for clarification.
• We aim to resolve most complaints within 14 working days. More complex cases might take longer, but we will keep you informed of our progress and any delays.

Updates Following Your Complaint

We maintain open and transparent communication throughout the complaint process, ensuring that you are regularly updated on the status of your complaint and our findings.

Escalation Procedure

If you are dissatisfied with the resolution or handling of your complaint, you can escalate the matter. We will provide details of how to request a review by an alternative senior team member or engage a third-party mediator in our final response.

Confidentiality and Privacy

We handle all complaint-related information with the utmost confidentiality and in accordance with our privacy policy and relevant data protection laws.

Feedback and Improvement

Following the resolution of your complaint, we may contact you for feedback to help us improve. Your insights are crucial in refining our services and enhancing customer satisfaction.

Commitment to Excellence

While we hope you never need to use this complaints policy, we want you to feel fully supported in resolving any issues you encounter. Our team is dedicated to ensuring your order satisfaction and is ready to assist you anytime.

Contact Us

Thank you for choosing The Pro Branding Co. We aim to exceed your expectations at every turn. If you need further information or assistance, please do not hesitate to contact us.