Complaints Procedure Policy
We're really sorry to hear you need to make a complaint. If you have a complaint about a service or product you've received, we want to know.
The quickest way to get in touch is to email us and a member of our team will be happy to help.
1. Purpose
This policy outlines the procedure for customers to make a complaint about our products, services, or the shopping experience with ARNE and describes how we handle those complaints in a fair, timely, and transparent manner.
2. Scope
This policy applies to all customers of ARNE who wish to raise a complaint regarding their interaction with our online store.
3. Making a Complaint
Customers can lodge a complaint via the following methods:
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Email: customercare@arneclo.com
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Contact Form: Contact us | ARNE UK
When submitting a complaint, please provide:
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Your name and contact details
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Order number (if applicable)
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Description of the issue
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Any relevant documentation or evidence (e.g., receipts, screenshots)
4. Complaint Handling Procedure
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Acknowledgement
We will acknowledge receipt of your complaint within 2 business days.
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Investigation
A member of our customer service team will review your complaint, investigate the matter, and may contact you for additional information if needed.
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Resolution
We aim to resolve all complaints within 5-10 business days. If more time is needed, we will inform you of the delay and provide an estimated resolution date.
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Outcome
You will be informed of the outcome in writing via email. Outcomes may include a refund, replacement, store credit, or explanation of why the complaint was not upheld.
5. Escalation
If you are not satisfied with our response, you can request that your complaint be escalated to a senior manager for review. Alternatively, you may contact a third-party dispute resolution service such as:
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Your local Trading Standards office
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Ecommerce ombudsman
Please note that these agencies will only consider your complaint if you have allowed us to resolve it first.
6. Continuous Improvement
We treat complaints as valuable feedback and use them to improve our products, services, and overall customer experience.
7. Policy Review
This policy is reviewed annually and updated as necessary to ensure compliance with relevant laws and best practices.
