Synseal Group is committed to ensuring that you receive high quality service and excellent products delivered safely to your door. In the unlikely event that something goes wrong our procedure has been designed to resolve problems quickly and easily, and more importantly ensure they do not reoccur.
Contact By Telephone 01623 443200
Please call us and allow our dedicated Customer Care Team to take immediate steps to resolve your issue. They will advise what action they will take and what steps we will make to remedy the situation. Where an immediate resolution is not possible we will acknowledge your complaint in writing.
Head of Customer Services
If you contact us via letter, fax or email we will acknowledge receipt of your complaint in writing, and aim, to resolve, your issue within the earliest possible timescale. When notifying us in writing please supply us with as much information as possible.
No liability will be accepted regarding claims or complaints as to shortages or transport damage unless notified to Synseal Group by telephone within 72 hours and confirmed in writing within 7 days, Goods claimed to be defective must be returned immediately in the same condition as they were supplied However where written complaints have been received, Synseal Group may at its discretion elect to inspect the goods at the Customer’s premises and, the customer if so required by Synseal Group shall take all steps necessary to enable us to do so.
Should your complaint relate to goods that arrive in poor condition or missing from a delivery, please ensure that you document this when you sign the delivery sheet and contact us immediately.
Where your issues are regarding goods delivered in poor condition we may ask you to take photographs of the items to aid our investigation. If the issue is not immediately apparent e.g. the damage is to the internal parts or the missing items only discovered upon opening a box, please notify us immediately this is observed, but certainly within the timescales detailed above.
Our Customer Care Team will then arrange where appropriate for items to be repaired free of charge or replaced in accordance with our terms and conditions. Once Synseal Group have received the returned items an investigation can commence and we will respond to you in writing within 28 days advising you of the outcome.
When Synseal Group (at its discretion) agrees to collect goods then all goods collected will require a collection note. No products will be collected by the driver without a collection note provided by the driver or a Synseal Group collection note provided by the customer.
If no collection note is available the customer will be asked to contact the Customer Care Team who will arrange the necessary collection paperwork to be faxed.
Should the driver arrive outside normal office hours and no collection note can be provided the customer will be advised to contact the Customer Care Team during office hours to arrange a collection date.
Please note: goods supplied in pack quantities are required to be returned in packs and should not be split.
If you are dissatisfied with our response or you feel it needs further consideration you may submit a request in writing to ask us to review your complaint and reconsider our decision. The complaint and its circumstances will then be referred to the Group Sales & Marketing Director for further review.