Complaints Procedure
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Our Commitment
Eighth Heaven Sourcing Ltd is committed to providing a professional, transparent and fair service to all clients. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so that we can address them promptly.
Step 1 — Contact Us Directly
In the first instance, please contact us by email at info@eighthheavensourcing.com with a clear description of your complaint, any relevant dates, and any supporting documentation. We aim to acknowledge all complaints within 3 working days of receipt.
Step 2 — Formal Review
If your complaint is not resolved to your satisfaction at step 1, you may request a formal written review. Please submit your request by email. We will conduct a thorough review and respond in writing within 14 working days of receiving your formal complaint.
Step 3 — Property Redress Scheme
If you remain dissatisfied after completing our internal complaints process, you have the right to refer your complaint to the Property Redress Scheme (PRS), of which we are a registered member. The PRS provides an independent and impartial alternative dispute resolution service free of charge to consumers. Details are available at theprs.co.uk.
Record Keeping
We keep a record of all complaints received and the outcomes, which we review periodically to identify opportunities to improve our service.
Legal Note
This complaints procedure is provided for general information. It must be reviewed by qualified legal counsel to ensure it meets all applicable regulatory requirements.
For any queries regarding this document, please contact us at info@eighthheavensourcing.com.