Complaints Procedure

At BW Drum Shop we value your feedback and are committed to providing excellent customer service. If you have a complaint or are dissatisfied with any aspect of our service, we want to hear from you. Please follow the procedure below to raise your concerns.

Step 1: Informal Resolution

• In-Store: Please speak to a member of our team. We aim to resolve most issues quickly and efficiently.
• Contact Us: You can also contact us via phone or email at [Phone Number] or [Email Address]. We will acknowledge your complaint and try to resolve it immediately.

Step 2: Formal Complaint

If your issue is not resolved informally, or you wish to make a formal complaint, please follow these steps:

1. Submit Your Complaint:

   • In Writing: Address your complaint to the Store Manager at [Shop Address].
   • Email: Send an email to [Email Address] with the subject line “Formal Complaint.”

   Include the following details:

   • Your name and contact information.
   • A description of your complaint, including any relevant dates, times, and names of staff involved.
   • Any supporting documents or evidence.

2. Acknowledgement:

   • We will acknowledge your complaint in writing within 5 working days of receipt.

3. Investigation:

   • Our Store Manager will conduct a thorough investigation of your complaint. This may involve contacting you for additional information or to clarify any points.

4. Resolution:

   • We aim to resolve your complaint within 14 working days. If this is not possible, we will inform you of the reason for the delay and provide a new timeline.
   • You will receive a written response outlining the outcome of the investigation and any actions we will take.

Step 3: Escalation to the Financial Ombudsman Service (FOS)

If you are not satisfied with the outcome of your complaint, or if we have not provided a resolution within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS).

• Contact FOS:
  • Website: https://www.financial-ombudsman.org.uk/contact-us
  • Phone: 020 7964 1000
  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Please note that you must refer your complaint to FOS within six months of receiving our final response.

Review and Feedback

We regularly review our complaints procedure to ensure it remains effective. Your feedback is valuable to us and helps improve our services.

Thank you for bringing your concerns to our attention. We are committed to resolving your complaint fairly and efficiently