Total Triumph (Taunton) Ltd - Complaint Handling Policy

Which Trusted Trader

Our policy

Total Triumph is committed to providing the highest levels of care to all our customers. If you are in any way dissatisfied with our products or service, then please let us know as soon as possible. This will help us to continually improve the service we provide.

What to do if you have a complaint

Please contact us either by email at sales@totaltriumph.co.uk, telephone on 01823 358899 or by letter at Total Triumph (Taunton) Ltd, A38 Wellington Road, Taunton, TA4 1ES detailing the nature of your complaint. We would ask you to provide your contact details, and indicate your preferred method of communication, e.g. telephone, email.

Our complaints procedure

  • Complaints can be made by letter, fax, email or telephone.
  • We will acknowledge receipt of your complaint, using your preferred method of communication, within seven working days.
  • We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely. 
  • Complaints should normally be directed to the member of staff with whom you have been dealing, in order to allow them to explain what actions have been taken and to help resolve your concerns. If you prefer, you may direct your complaint to Neil Mossman, the Managing Director of Total Triumph.
  • We aim to resolve all customer complaints as quickly as possible. The length of time will depend on the issues involved. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.
  • Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint, and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.
  • Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted Traders in the first instance on 0117 981 2929.
  • The Consumer Rights Act 2015 - TTG11 details are attached for your attention, please confirm in writing you have read and understand these.

We aim to resolve all our customer complaints internally. If, however, you are not satisfied with the outcome of our complaints procedure, then please contact please contact Citizens Advice Consumer Advice on 03454 040506 or go to www.citizensadvice.org.uk/consumer or seek other independent legal advice.