This policy sets out, among other things, how we deal generally with any complaints we receive, who or which department within Currys may handle and review them, reasonable response timeframes, and what we will do to try and achieve a mutually agreeable resolution with you.
How to complain and who may handle your complaint
You may complain to us by telephone, in writing or by email by using the contact methods listed under "Help & Support"
However you make your complaint, it will be assigned to an appropriate team, and we will then correspond with you, investigate the points raised, and try to reach a mutually agreeable resolution. Where possible, the first line team or staff member receiving your complaint will attempt to resolve the issue for you.
However, we may also escalate the matter internally for review by another team at our discretion. If your complaint involves a third party who has helped us to deliver goods and services to you (including but not limited to delivery companies, installers), and we require information from them to allow us to respond, the case may also be referred to them at any time.
We are happy to consider the accessibility requirements of people who wish to make a complaint in an alternative manner, and shall record these requirements if you agree so we can better assist you in future.
Who can complain
As explained above, we take every complaint we receive seriously and will have an appropriate team handle the case so that it can be looked into. In most instances we will only be able to accept complaints about our goods and services from Currys customers or service users.
Nonetheless, we recognise that occasionally members of the public may need to bring a matter to our attention. If a complaint is raised anonymously, we will deal with the allegations raised appropriately but will not be able to provide a response.
Timing and progress of complaints
To help us investigate complaints fully, please raise your concerns with us as soon as you can. We understand this may not always be possible, however we hope you will appreciate that a delay may affect our ability to gather evidence you believe is relevant to your case.
In general, when we receive a complaint and handle it within our Customer Contact Centre from start to finish:
- At each stage of the process, we shall acknowledge your contact within 72 hours either verbally or in writing. We will then aim to respond fully within a reasonable timeframe.
- When we acknowledge your complaint, if you have not provided sufficient information in your original communication for us to investigate fully, we may ask for additional details about you and your complaint to allow us to look into the matters raised.
- If we require further details this will extend the timeframe within which we deliver our full complaint outcome, however we will do our best to update you at every stage of the process.
- If the person contacting us is not our customer, we may also ask them to provide proof that they are able to make a complaint on behalf of our customer. While not an exhaustive list, this may take the form of a request for a Court of Protection Order, a document granting them power of attorney, or identification documents.
Our ability to deliver a full response may be impacted by a variety of factors including but not limited to: the availability of staff involved in your complaint, staffing issues during our Peak trading period(s), and any delays caused when information or evidence is not provided in a timely manner by the complainant. While this may lengthen our working timeframes, we will still aim to reply within a reasonable period of time.
Reviews of complaints
If we deliver an outcome that you are unhappy with, you may be able to ask for an internal review unless your complaint has already been dealt with by our highest point of escalation, or we have already provided you with a final response or deadlock communication. Any request to have your complaint outcome reviewed must be made as soon as possible by contacting the team that sent the response to you.
If we agree that our standards have fallen short, we will inform you and do our best to resolve the matter. If however we are unable to come to an agreement after reviewing your complaint, we will explain the reasons why and deliver our outcome (which may take the form of a final response letter or email, or deadlock communication) with advice about next steps. If we are unable to escalate your case any higher internally, this will conclude our complaints process.
Depending on the type of complaint you have made, you may have the right to escalate the matter to an approved ADR (Alternative Dispute Resolution) provider or the appropriate regulator. Details of these options will be provided in our correspondence. You may also be able to take legal action.
This policy outlines our approach to handling complaints. We want to know if our service or conduct falls short of what you expect. We recognise that complaints are a valuable source of feedback and provide an opportunity for us to improve. Our aim is to have a clear, accessible and well-managed process so that decisions are taken promptly, things are put right where necessary, and we learn lessons for the future.