Complaints Procedure

Customer Complaint Policy

Bonners Music welcomes information & feedback from customers, which will enable us to improve the quality of service provided.

Bonners Music recognises the value in complaints and will accept the complaint openly.

The complaint is seen as an opportunity to review and evaluate the service we deliver. The complaints procedure will be clear for everyone to understand and will give Bonners Music customers the confidence that the complaint will be treated confidentially and with no retribution.

Customer Complaint Procedure

In the unlikely event that you wish to make a complaint, please contact Bonners Ltd via telephone, in person, by email or by letter.

The complaint recipient replies to the customer via e-mail or letter acknowledging the complaint.

The complaint is transferred to our customer service department for logging into the central customer complaint file and will be given a unique complaint number. All details of the complaint are documented.

The complaint is investigated by nominated complaints contact personnel.

Once all findings have been investigated, the complaint is documented with corrective action to prevent recurrence.

All complaints will be responded to in writing within 10 working days, either completed or still ongoing, via the relevant sales team, technical support staff or quality department.

If you are dissatisfied with our complaint response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.