Communication

Making it as easy as possible to contact our team during our opening hours 7 days a week by phone or by e-mail.

Accuracy

Providing clear, complete and accurate information on our products, services and pricing either by phone, email or post.

Explaining all points of your sales or service procedures to you at all times.

Quoting on any additional work that should be carried out or should become required in the near future immediately it becomes apparent.

To keep our records as up to date as possible and inform our customers of service dates on a regular basis.

Performance

Ensuring that in every aspect of our work, each individual is responsible and accountable for the quality of their work.

Continuously enhancing and improving the services and technology in place within the Company to meet and exceed the expectations of our customers.

Working with our customers to correct any problem and taking action to ensure that the problem does not recur.

Honesty and Integrity

At all times striving to be honest, friendly and courteous, treating all customers as valued customers.

Making certain that should the level of service we provide fail to meet your reasonable expectations, we take steps to rectify the situation, as soon as it is brought to our attention. In the event that you are not happy with the resolution provided, we will endeavor to escalate and resolve the issue within the relevant department.

Providing a formal, documented Customer Complaints Procedure for issues that cannot be resolved within the departments concerned (see below for full details) Privacy and Security.

Treating your personal information in the strictest confidence.

Ensuring that details of your transactions with the Company are discussed only with you or your authorized representative.

No personal or financial details are left unencrypted on a remote server and such details are never sent by internet email.

Complaints Procedure

Our complaints procedure aims to resolve your problem as quickly as possible. At all stages of this process we will endeavor to acknowledge receipt of your complaint the day after it is received and to provide a full response within a further five working days. This procedure is designed to address problems that we have failed to resolve to your satisfaction, within the appropriate department.

Stage 1

Initially your complaint should be addressed to melb@johnbanks.co.uk or contact Customer Services on 01284 770 422 who will take down details of your complaint and attempt to resolve the issue within 24 hours.

Stage 2

If for any reason, you are not satisfied with our response, you should write to :

Managing Director
John Banks Limited
Kempson Way
Moreton Hall
Bury St. Edmunds
Suffolk
IP32 7AR

After receipt of your letter, we will make a full independent assessment and then provide a complete response.