Pristine Condition International Limited (Pristine) is committed to the highest standards in its service to clients and in all its business dealings and takes its responsibilities seriously.
If at any point you become unhappy or concerned about the service that Pristine has provided, and you would like to make a complaint, then please contact your Account Manager responsible for your Account with Pristine who will be happy to discuss the matter with you.
If the complaint has not been resolved by informal means, and you are still dissatisfied, you may invoke Pristine’s Complaints Handling Procedure.
Complaints can be sent via your Account Manager or via our dedicated mailbox complaints@pristinecondition.com and we will endeavour to respond to your message within 48 hours or as soon as possible. Complaints received via our mail box will be forwarded to the relevant person in step 5 below
Tell your Account Manager that you wish to make a formal complaint.
He/she will acknowledge the complaint and seek any further information necessary.
It may be that the Account Manager is not best placed to respond. Where this is the case, you will be notified of who will be dealing.
You may also request that someone other the Account Manager deals with the problem.
Your complaint will be dealt with promptly; usually within 10 working days. If we need longer we will let you know.
You will be notified of the outcome of the complaint.
If you remain dissatisfied you can request that the decision be reviewed by a member of senior management. Please contact complaints@pristinecondition.com to request this.
If the person conducting the review needs more information this will be requested directly from you.
If you remain dissatisfied there may be other options open to you, dependent on the circumstances. Please contact us for further details.
+44 (0)1491 414464