Complaints Policy

Our Complaints Policy

Pasta King (UK) Limited is committed to providing a high-quality service to all its customers. When something goes wrong, we need you to tell us about it. This will give us an opportunity to learn, help us to improve our standards and provide better services.

This policy is intended to ensure that all complaints are dealt with properly and that our customers feel that their complaints have been listened to and acted upon promptly and appropriately.

 

Formal Written Complaints

Our Outbound Sales & Customer Services Manager Jane Forrest will act as the initial point of contact for all formal, written complaints. Jane will ensure that the complaint is formally acknowledged and that details of the person/department to whom the complaint has been passed for resolution are provided.

 

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 2 days of receiving it, enclosing a copy of this procedure and details of details of the person/department to whom the complaint has been passed for resolution.
  2. We will then investigate your complaint which may mean that we will require further information from you.
  3. We will aim to provide you with a resolution within 20 working days. Should this not be possible due to further investigation being required, we will keep you informed of developments appropriately.

 

Verbal or Email Complaints

Complaints received directly by staff members by telephone or email will be investigated and resolved as soon as is practicable with the assistance of their line manager.