Complaints Policy

K9 Turf Ltd – Premium Artificial Turf Solutions

Our Commitment to You

At K9 Turf Ltd, we are dedicated to providing high-quality products and exceptional customer service. We value your feedback and take all concerns seriously. If you are dissatisfied with any aspect of our products or services, please let us know so we can address your issue promptly and fairly.

How to Make a Complaint

If you have a complaint, please contact us as soon as possible. You can reach us via:

• Email: john@k9turf.co.uk

• Phone: 01405 448033

• Post:
  K9 Turf Ltd
  Bankhouse Farm, Pincheon Green Lane
  Sykehouse, DN14 9AD
  United Kingdom

When submitting your complaint, please provide:

• Your name and contact details.

• Your order number or relevant purchase details.

• A clear description of the issue.

• Any supporting documentation (e.g., photos or receipts).

Our Complaints Process

1. Acknowledgement: We will acknowledge receipt of your complaint within 2 business days, confirming that it has been received and is being reviewed.

2. Investigation: Our team will thoroughly investigate your complaint, which may involve contacting you for additional information or clarification. We aim to resolve most complaints within 7 business days.

3. Resolution: Once our investigation is complete, we will contact you with a proposed resolution. This may include a refund, replacement, or other appropriate remedy, depending on the nature of the complaint.

4. Escalation: If you are not satisfied with our resolution, you may request that your complaint be escalated to a senior manager. We will provide details on how to proceed with this step.

Timeframe

We strive to resolve all complaints as quickly as possible. While most issues are addressed within 7 business days, complex cases may take up to 28 business days. We will keep you informed of our progress throughout the process.

If You Are Not Satisfied

If we are unable to resolve your complaint to your satisfaction, you have the right to seek further assistance. As a UK-based consumer, you may refer your complaint to an Alternative Dispute Resolution (ADR) provider. We will provide details of an appropriate ADR scheme upon request.

Contact Us

For any questions or to submit a complaint, please contact:

• Email: john@k9turf.co.uk

• Phone: 01405 448033

• Address: Bankhouse Farm, Pincheon Green Lane, Sykehouse, DN14 9AD, United Kingdom

K9 Turf Ltd is registered in England and Wales under company number 14130629. Our VAT number is GB455709861.