Last Minute Merchandise - Complaints Procedure

What to do when you have a complaint about a Last Minute Merchandise product or service.

Introduction:

Last Minute Merchandise aim to provide all of our customers with the highest possible level of service and provide an expert level of guidance when looking to purchase promotional merchandise. Promotional merchandise covers a wide range of products and services and, as with any business, we are aware that problems can occur. When issues do come up we will endeavour to resolve the complaint as quickly and amicably as possible.
This document will outline how to register a complaint and the processes we go through once a complaint has been received.

Contacting Last Minute Merchandise:

To log a complaint about an order or experience with Last Minute Merchandise, in the first instance please make contact with our Order Management Team:

Telephone: 01628 828111
Email: enquiries@lastminutemerchandise.com – please lead your email subject line with “Complaint”

Or send a letter to :
Complaints
Last Minute Merchandise (We Brand It)
12 Cordwallis Park
Maidenhead
Berkshire
SL6 7BU

Complaints Procedure:

When contacting us, please provide us with as much information relating to your complaint as possible including:

  • Company name and contact information for correspondence relating to the complaint.
  • Nature of the complaint.
  • Any order or purchase order numbers and references relating to the complaint.

    • When we receive your complaint we confirm that we have received your complaint and that we are investigating the issue.

    We will aim to resolve your issue as soon as it is received, however if the issue requires either further internal discussion, or conversation with a supplier or manufacturer, it can take longer.

    We aim to resolve all complaints within an absolute maximum of 30 days but some issues that may involve international manufacturers or shipments can take longer to resolve.

    Resolutions:

    Each of our Order Managers has been trained to help you to resolve most of the common complaints that may arise and will aim to give you the resolution you are looking for.

    When a complaint is filed, the Operations Manager is made aware of your issue and is consulted with by the relevant Order Manager on how best to resolve the complaint.