Customer Complaints & Feedback Policy
At Muave.co.uk, a trading name of Muave Limited, we are committed to providing exceptional customer service. However, we understand that there may be times when our service may not meet your expectations. This Customer Complaints & Feedback Policy outlines the procedure for resolving any complaints you may have.
Last updated: May 2023
1. Submitting a Complaint
If you are dissatisfied with any aspect of our service or products, please contact us immediately. You can submit your complaint by emailing us at all-ears@muave.co.uk. Please provide as much detail as possible about the issue, including any relevant order numbers or product details.
2. Acknowledging Your Complaint
We will acknowledge receipt of your complaint within 24 hours of receiving it. We will provide you with a reference number for your complaint and the name and contact details of the person who will be handling your case.
3. Investigating Your Complaint
We will conduct a thorough investigation of your complaint. This will involve reviewing the details of your complaint, any relevant documentation, and speaking with the relevant members of our team.
4. Resolving Your Complaint
We aim to resolve all complaints within 14 days of receipt. However, some complaints may take longer to resolve due to their complexity. In such cases, we will keep you updated on the progress of our investigation at regular intervals.
5. Complaint Outcome
Once we have completed our investigation, we will contact you with the outcome. If we find that our service or products were not up to our usual standard, we will offer an appropriate remedy. This could include a refund, a replacement product, or a change in our procedures to prevent the issue from recurring.
6. Feedback
We also welcome your feedback and suggestions. Your feedback is valuable to us and helps us to improve our products and services. Please email your feedback to hello@muave.oc.uk.
7. Changes to this Policy
We may update this policy periodically to reflect changes in our practices or for other operational, legal, or regulatory reasons. Changes will become effective immediately upon being posted on our website. If changes are made, we will update the date on top of the page.
If you have any questions or concerns about our Customer Complaints & Feedback Policy, please contact us at: all-ears@muave.co.uk.