7.0 Customer complaints procedure

We want to resolve complaints fairly, promptly and without making it difficult to exercise your rights. This procedure covers purchases, tool hire, delivery, returns, refunds, deposits, damage charges, staff conduct and accessibility. A complaint does not have to use a particular form or legal wording. Raising one will not lead to unfair treatment or loss of statutory rights.

7.1 Contact us

Email: Support@safetools.co.uk
Telephone: 07493020012
Post: Complaints Manager, SAFE TOOLS LIMITED, 16 Dean Street, Whitburn, EH47 0EA.
Opening hours: Monday to Saturday, 9am to 5pm.
Escalation contact: Managing Director
You may complain by email, telephone, post or in person. Tell us if you need a different accessible format, help communicating or an authorised representative to act for you. We make appropriate reasonable adjustments and confirm the authority of a representative proportionately. Please do not send full card numbers, passwords or unnecessary medical information.

7.2 Information that helps us investigate

Provide your name and preferred reply method, order or hire reference if available, the tools concerned, relevant dates, what went wrong and the outcome you would like. Relevant photographs, receipts, correspondence or a condition record can help. We accept other reasonable proof of purchase and do not reject a complaint solely because a receipt, photograph or reference is missing. For a telephone or in-person complaint, we record the main points and offer a written summary.

7.3 Urgent safety problems

Stop using unsafe or defective equipment and isolate it safely. For immediate danger or serious injury, contact the appropriate emergency service. Report an urgent equipment issue to Support@safetools.co.uk. We prioritise safety reports, arrange necessary collection or other action and explain whether a replacement can be used. Do not wait for the ordinary complaints timetable before reporting a safety issue. A safety investigation does not suspend a statutory refund deadline.

7.4 Acknowledgement and investigation

Our service target is to acknowledge an ordinary complaint within 24 hours and within two working days, give a complaint reference and identify the responsible person. We aim to give a substantive response within ten working days. These are business service targets, not universal statutory deadlines. We review order records, agreed terms, condition evidence, payment and delivery information, and your account. We ask only for information reasonably needed to investigate and explain any proposed inspection. If we need longer, we explain the reason before the target expires, identify the next action and give a revised response date. We update you at least every ten working days while unresolved and aim to complete the investigation within 28 calendar days. We do not delay an undisputed refund, deposit release or other remedy that is already due while investigating a separate issue.

Customer complaints resolution and escalation

7.5 Our decision and remedy

We explain our findings, relevant evidence, decision and proposed remedy in plain language, normally by email or letter. Where we reject all or part of a complaint, we explain why and how to seek review. Depending on your legal entitlement and the facts, a remedy may include correcting an order, repair, replacement, collection, refund, price reduction, deposit release, correction of a charge or payment for recoverable loss. We do not substitute store credit for a cash refund without your agreement. We identify any action needed by you, the amount payable or refundable, how it will be processed and the applicable deadline. Statutory rights in sections 2 to 4 take priority over our internal service targets. We do not insist on repeated repairs where the law permits rejection or a price reduction or withhold all of a deposit because only part is disputed. We do not make a remedy conditional on withdrawing an honest review.

7.6 Ask for a management review

If dissatisfied, reply with the complaint reference and the points you believe have not been addressed, or contact the escalation contact above. A manager or director who was not responsible for the original decision will review it where practicable; if that is not possible, we will explain how the review will be conducted fairly. You may provide further evidence. We aim to acknowledge the review within two working days and provide a reasoned response within ten working days, with updates if more time is needed. There is no special internal deadline that removes your legal rights.

7.7 Independent advice and dispute resolution

When communicating the complaint outcome, we explain any available ADR or other arrangement in which we must participate under legislation or a binding agreement, and how to access it. If there is no such obligation, we will tell you whether we will agree to voluntary ADR. Any referral uses a provider entitled to operate under the current law. Current scheme participation: there is no mandatory or contractual scheme. You may obtain independent advice through Citizens Advice in England and Wales, Advice Direct Scotland in Scotland, or Consumer line in Northern Ireland. Official routes are listed at https://www.gov.uk/consumer-protection-rights. You may contact the relevant enforcement or regulatory body or bring proceedings in a court with jurisdiction. Our procedure does not make ADR compulsory for you, prevents court action or automatically extend court limitation periods.

7.8 Privacy complaints and records

For personal-data concerns, contact Support@safetools.co.uk. The section 5.8 process applies: acknowledgement within 24hours, and within 30 days, appropriate enquiries, progress information and an outcome without undue delay. Our ordinary two-working-day acknowledgement target may be used for privacy complaints too, but the statutory requirements remain distinct. You may complain to the ICO. A data-rights request is handled on its own applicable timetable even if also described as a complaint. We keep a proportionate complaint record and evidence under the privacy retention schedule, limit access to those who need it, and use findings to correct recurring problems. We protect confidentiality while sharing information where reasonably necessary and lawful to investigate or resolve the matter.