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complaints

EVAQ8 Ltd. Complaints Procedure

At EVAQ8, we believe that each customer complaint should be acknowledged and resolved within an absolute minimum of time. Therefore, we operate a simple and straightforward complaint procedure – as described in the steps below.

1. Complaint received

All complaints must be made in writing. There are 3 ways to make your complaint:

- reply to your original Order Acknowledgment e-mail
- reply to your dispatch notification e-mail
- send your complaint by e-mail to info@evaq8.co.uk

2. Complaint acknowledged

Once your complaint has been made, we shall acknowledge its receipt (please note our office hours of Monday to Friday, between 08:30 and 17:00). In some cases, we may be able to immediately offer you a resolution (i.e. replacement product or refund), however some complaints will require an investigation or consultation with the manufacturer (or service provider).

3. Investigation

When necessary, we shall either investigate the issue within our team or contact the original manufacturer/service provider for advice. We aim to resolve all complaints within 3 working days from the original complaint date. When the case is more complex and requires an intervention by a third party, we will do our best to offer a definite remedy within a maximum of 14 working days.

4. Resolution

Once you have accepted our offer to resolve your complaint, we shall proceed with an agreed resolution and register your complaint as resolved in our records.

5. Mediation

Despite our best efforts to treat each customer complaint individually and come up with a solution in a timely manner, we accept the fact that some complainants may not be fully satisfied with our proposed resolution. In such an unlikely event, you may ask the British Healthcare Trades Association (BHTA – which we are members of) to step in and advise on their suggested resolution to the case. To contact BHTA, you may either call 020 7702 2141 or send an e-mail to bhta@bhta.com.