Complaints Policy

Complaints Policy for New Pastures Home Ltd

Introduction

At New Pastures Home Ltd, we are committed to providing high-quality products and services to our customers. However, we understand that there may be occasions when you are not entirely satisfied. This Complaints Policy outlines our procedure for handling customer complaints in line with British law and guidelines.

How to Make a Complaint

If you have a complaint, we encourage you to contact us so that we can address your concerns promptly and effectively. All complaints should be emailed to [email protected]. Subject line must be 'Complaint: 'Your Full Name'. Please provide as much detail as possible about the issue you are experiencing, including your name, contact information, and any relevant order details.

Our Complaints Handling Procedure

1. Acknowledgement: Upon receipt of your complaint, we will send you an email acknowledgment within three business days. We will also provide you with a reference number for your complaint, which you can use in any future correspondence.

2. Investigation: We will thoroughly investigate your complaint by reviewing the relevant details and liaising with the necessary departments. This process may involve contacting you for further information if required.

3. Resolution: Our aim is to resolve complaints as swiftly as possible. We will provide you with a full response within 14 business days of receiving your complaint. If we are unable to resolve the matter within this timeframe, we will keep you updated on our progress and provide an estimated resolution date.

4. Outcome: Once our investigation is complete, we will inform you of the outcome and any actions we have taken to address your complaint. If you are not satisfied with our response, you may request a further review by a senior manager.

Your Rights

This Complaints Policy does not affect your statutory rights under UK consumer law. If you remain dissatisfied after following our complaints procedure, you may seek independent advice or contact the relevant consumer protection body.

Contact Information

New Pastures Home Ltd

47 Commercial Street

Newport, South Wales

NP20 1LP

Email: [email protected]

Policy Review

We regularly review our Complaints Policy to ensure it remains effective and up-to-date. We may make changes to this policy from time to time, and we encourage you to review it periodically.

This Complaints Policy was last updated on 10th July 2025.