Complaints Policy

  1. Purpose of this Complaints Policy
    Hebmac.com welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our services, our customer service, or about our employees, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future

    It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies.  In particular, the aims of this Complaints Policy are:
     
  2. What this Complaints Policy Covers
    This Complaints Policy applies to the provision of services by hebmac.com, to our customer service and to our employees.

    For the purposes of this Complaints Policy, any reference to hebmac.com also includes our employees.

    Complaints may relate to any of our activities and may include (but not be limited to):

          The quality of customer service you have received from hebmac.com;
          • The behaviour and/or professional competence of our employees.

    The following are not considered to be Complaints and should therefore be directed to the appropriate business:

          • General questions about our goods or services supplier by a business listed on this site;
          • Returns of damaged, faulty, incorrect or unwanted goods or services;
          • Matters concerning contractual or other legal disputes;
          • Formal requests for the disclosure of information, for example, under applicable legislation.
     
  3. Making a Complaint
    All Complaints, whether they concern our services, our customer service, or our employees, should be made in one of the following ways:

          • In writing, addressed to the Managing Director, Trinity House, 31 Lynedoch Street, Glasgow G3 6EF
          • By email, addressed to the Managing Director at complaints@hebmac.com

    When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible

          • Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
          • If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
     
  4. How We Handle Your Complaint
    We will acknowledge receipt of it in writing within 2 working days, giving you a Complaint Reference.

    We aim to resolve your complaint within 7 days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible.  If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it

    At the conclusion of the complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. 
     
  5. Confidentiality and Data Protection
    All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of hebmac.com who need to know in order to handle your Complaint.
     
  6. Policy Responsibility and Review
    • Overall responsibility for this Complaints Policy within hebmac.com and the implementation thereof lies with Finlay MacLennan, Managing Director.
    • This Complaints Policy is regularly reviewed and updated as required.
    • This Complaints Policy was adopted on 1 January 2022.
    • This Complaints Policy was last reviewed on 1 January 2022.