Complaints Procedure

At Neem Cake Sales, we take all feedback seriously and aim to resolve any issues promptly. Here’s how to proceed if you have a complaint:

Initial Step

  1. Contact Us Directly: In the first instance, please reach out to the person or department you’ve been dealing with.
    • Email: sales@neem-cake.co.uk
    • Address: Neem Cake Sales Ourons Ltd Orion House Spital Terrace Gainsborough Lincs DN21 2HQ
    • Provide as much detail as possible about your concern or issue.
  2. Allow Time for Response: We ask for your patience as our team members are committed to addressing your concerns, and we strive to respond within 48 hours.

Escalation Process

If your complaint isn’t resolved to your satisfaction at the initial level:

  1. Formal Complaint Submission:
    • Email: Send a detailed email to sales@neem-cake.co.uk
    • Letter: Send a written complaint to:
      Neem Cake Sales Ourons Ltd Orion House Spital Terrace Gainsborough Lincs DN21 2HQ
    • Include your name, contact details, order number if applicable, date of purchase, and a clear description of the issue.
  2. Acknowledgment: We will acknowledge receipt of your formal complaint within 3 working days.
  3. Investigation:
    • We will investigate your complaint thoroughly.
    • You’ll be kept informed of the progress, typically receiving a full response within 14 working days of acknowledgment. If more time is needed, we’ll notify you.

Resolution

  1. Resolution Proposal: We’ll propose a resolution. This could involve:
    • Refunds, replacements, or further actions as appropriate.
    • An apology where our service has fallen short.
  2. Feedback: We welcome your feedback on how we handled your complaint to improve our service.

Appeal

  1. If Unsatisfied: If you’re not satisfied with the resolution:
    • You can appeal by sending an email to sales@neem-cake.co.uk or by post to:
      Neem Cake Sales Ourons Ltd Orion House Spital TerraceGainsboroughLincsDN21 2HQ
    • Clearly state why you are appealing the decision.
  2. Independent Review: If after this process you still feel that your complaint has not been adequately addressed, you might consider:
    • Seeking mediation through a third-party service.
    • Contacting a relevant consumer protection agency.

Commitment to Improvement

  • We use complaints as a tool to improve our customer service and product quality.
  • We maintain confidentiality throughout the complaints process, respecting your privacy.

Thank you for helping us to serve you better.