At WTS, we aim to provide outstanding service to all our customers, both before and after you buy goods from us.
If you have a query or a problem with your order, please call us on +44 (0)20 7871 0700 in the first instance, as this will help us to resolve your query quicker.
If your query is not satisfactorily resolved, or if you wish to complain about the service you have received, our complaints procedure explains how you can let us know about the problem.
Our complaints procedure
To help us keep improving, we welcome all feedback on the service you have received. Complaints form an important part of this continuous improvement programme, so if you feel our service has not met your expectations, please let us know.
How to make your complaint
While we are happy to help answer your queries by telephone, if you wish to lodge a complaint, we ask that you do so in writing, so that we have full details of the problem.
Please send details of your complaint, along with your name, phone number, email address and order number if you have one, to firstname.lastname@example.org. Please also indicate what action you would like us to take to resolve your complaint, eg cancelling your order and refunding any payment you have made.
32 Bower Hill Industrial Estate
Please do not return any goods to us until we have contacted you and issued you with a Return Merchandise Authorisation (RMA) number. For more information about returning goods, please read our returns policy.
How we will handle your complaint
These steps tell you how we will investigate and respond to your complaint.
1. Acknowledging your complaint
We will acknowledge your complaint in writing, by letter or email, summarising our understanding of your concerns, within two working days. There may be times when it is easier for us to call you to make sure we fully understand all of the issues you are raising. Again, we will do this within 2 working days.
2. Investigating your complaint
Our Operations Team will log your complaint into our complaints procedure and conduct an independent and impartial investigation. We will keep you informed at regular intervals of the progress of the investigation.
3. Responding to your complaint
Once we have investigated your complaint we will send you a final response letter, within 20 working days of receiving your complaint, explaining our findings and any further action we may choose to take. This is the final stage of our complaints process.
If for any reason we are unable to issue our final response within this time, we will write to you and explain why and to tell you when we expect to be able to respond.
Complaints form part of our continuous improvement programme.