Complaints Procedure
I want every Ps Its Vintage customer to receive a high standard of service. If something has gone wrong with an order, product or service, please contact me so that I have the opportunity to investigate and resolve the issue.
This procedure explains how to make a complaint, what information will help me investigate it and what you can expect after your complaint has been received. Nothing in this procedure limits or excludes your statutory consumer rights.
How to Make a Complaint
You can make a complaint using any of the following methods:
Email:
sales@psitsvintage.co.uk
Telephone:
+44 7861 152645
Post:
Ps Its Vintage
PO Box 157
Ballyclare
BT41 9EU
Co. Antrim
Northern Ireland
Information to Include
Providing the following information where relevant will help me investigate your complaint efficiently:
- your name and contact details;
- your order number, where applicable;
- a clear description of the issue;
- relevant dates, receipts or correspondence;
- photographs of the item, packaging or damage where relevant; and
- the outcome or resolution you are seeking.
Acknowledgement
I aim to acknowledge complaints within 2 working days of receipt.
If I need any additional information to investigate the complaint, I will let you know. Where the matter cannot be resolved immediately, I will also give you an indication of when you can expect a fuller response.
Investigation
I will review the circumstances of the complaint fairly and consider the relevant information available. Depending on the issue, this may include:
- reviewing the order and correspondence;
- reviewing product photographs and the original product description;
- examining photographs or other evidence you provide;
- inspecting a returned item where appropriate;
- reviewing delivery or tracking information; and
- contacting you for further information or clarification.
Response and Resolution
Once I have investigated the complaint, I will explain the outcome and, where appropriate, the proposed resolution.
Depending on the circumstances and your applicable consumer rights, a remedy may include a refund, repair, replacement, price reduction or another appropriate resolution.
As many Ps Its Vintage pieces are vintage, antique or one of a kind, an identical replacement may not always be available. This does not affect any remedy to which you are legally entitled.
Timescale
I aim to provide a final response to a complaint within 14 working days of acknowledging it.
Some matters may require additional time, particularly where an item needs to be returned and inspected or information is required from a delivery provider or another third party. If more time is needed, I will explain the reason and provide an updated timeframe.
Faulty, Damaged or Misdescribed Items
If your complaint concerns an item that is faulty, damaged in transit or not as described, your statutory consumer rights apply in addition to this complaints procedure.
Further information about returns and remedies is available in the Refund Policy.
For damage in transit, please retain the item and all packaging and take clear photographs where possible, as this may be needed to investigate the damage and make a claim with the delivery provider.
If You Are Not Satisfied
If you are not satisfied with my response, please reply and explain which part of the outcome you disagree with and why. I will consider any additional information you provide before confirming my final position.
You may also seek independent consumer advice.
Consumers in Northern Ireland can contact Consumerline or telephone 0300 123 6262.
If you live elsewhere, you may seek advice from the appropriate consumer protection or advice service in the country where you live.
If Ps Its Vintage is required by law or contract to participate in an alternative dispute resolution or other complaint-resolution arrangement applicable to your complaint, I will provide details of that arrangement when I communicate the outcome of your complaint.
Data Protection Complaints
If your complaint relates specifically to the way your personal information has been handled, please also see the Privacy Policy, which explains your data protection rights and how to raise a concern.
Complaint Records
I keep appropriate records of complaints, correspondence, investigations and outcomes where reasonably necessary for customer service, business records, dispute resolution or legal obligations.
Personal information relating to a complaint will be handled in accordance with the Privacy Policy and will not be retained for longer than reasonably necessary for the purpose for which it is held.
Contact
Complaints and questions about this procedure can be sent to:
Ps Its Vintage
PO Box 157
Ballyclare
BT41 9EU
Co. Antrim
Northern Ireland
Email:
sales@psitsvintage.co.uk
Telephone:
+44 7861 152645