Complaints Procedure

At Ability Outlet Limited T/A Ability Plus, we strive to deliver excellent customer service at all times. However, we acknowledge that on rare occasions, customers may feel unsatisfied with aspects of our products or services. When this happens, we aim to rectify any issues promptly and efficiently.

To enable us to resolve any issues swiftly, please follow our complaints procedure outlined below.

How to Raise a Complaint

Please inspect any work or goods provided as soon as possible upon completion or delivery. If something does not meet your expectations, notify us promptly so we can resolve it quickly.

For the quickest response, please contact us via email or write to us with details of your complaint:

• Email: Send us an email

• Postal address: Unit 4–5 The Forum, Sittingbourne, ME10 3DL, United Kingdom

If sending your complaint by post, we recommend obtaining proof of postage.

Our Commitment

Upon receiving your complaint, we commit to:

• Acknowledge receipt of your complaint within 5 working days.

• Investigate your complaint thoroughly and promptly.

• Provide you with a clear and realistic timeline for resolving the issue.

• Communicate regularly to keep you informed of progress.

Reducing Complaints - Our Proactive Measures

To continually improve customer satisfaction and reduce complaints, we have implemented the following proactive measures:

• Proactive Follow-up: We actively follow up after delivery or completion of service to ensure satisfaction and quickly identify any concerns.

• Clear Communication: We set clear expectations regarding products and services upfront, including realistic delivery times and any potential limitations.

• Customer Feedback: Regular feedback opportunities are provided, allowing customers to share experiences and suggest improvements.

• Staff Training: Continuous training is provided to our team to maintain consistently high standards in customer service.

• Quality Assurance: We perform internal quality checks to ensure our products and services consistently meet our high standards before reaching our customers.

If You're Still Not Satisfied

As a Which? Trusted Trader, we have access to an independent dispute resolution service provided by the Dispute Resolution Ombudsman. If we cannot resolve your complaint to your satisfaction, you can refer your complaint to the Ombudsman.

To escalate your complaint further, please first contact Which? Trusted Traders directly:

• Phone: 0117 456 6031

• Website: www.disputeresolutionombudsman.org

Thank you for helping us maintain and improve our standards of service.