At Fire Label Merchandising Ltd, we are committed to delivering a fair, efficient, and courteous service that meets the expectations of our customers. This Customer Service Charter outlines the standards you can expect from us and how you can provide feedback to help us continue improving.

Our Commitment to You

We are dedicated to maintaining high-quality service by:

• Treating all customers with respect, honesty, and fairness.
• Ensuring our team communicates clearly using plain language.
• Providing accurate, up-to-date information about our products and services.
• Continuously improving our services based on customer needs and feedback.

Contacting Us

Our Customer Service team is available Monday to Friday, 9:00am – 5:00pm (excluding Bank Holidays). When you contact us, we will:

• Handle your enquiry efficiently, respectfully, and confidentially.
• Aim to respond to call-back requests and general enquiries within 30 minutes during business hours (usually sooner).
• Acknowledge complaints within 30 minutes and resolve them as quickly and thoroughly as possible.
• Endeavour to resolve your enquiry at the first point of contact.
  

Feedback and Complaints

We value your feedback and use it to improve our service. You can contact us via phone or email using the details on our website, or leave a review through FEEFO.

If you wish to make a complaint, we will:

• Acknowledge receipt within 30 minutes during business hours.
• Carry out a thorough investigation.
• Offer a clear explanation, apologise if we are at fault, and take appropriate steps to resolve the issue.
• Inform you of how to escalate the matter if you are not satisfied with our response.
• Use all feedback and complaints as opportunities to learn and improve.

If you're not satisfied with our service:

• Contact us immediately via the details on our website.
• If the issue isn’t resolved to your satisfaction, ask to speak with a manager.
• If you're still dissatisfied, or would prefer not to speak to the team directly, you may submit a formal complaint in writing to:

Fire Label Merchandising Ltd
9 Goodwood Road
Pershore
WR10 2JL 

At Fire Label, we pride ourselves on being responsive, transparent, and committed to customer satisfaction. Your experience matters to us, and we are here to ensure that every interaction is handled with care and professionalism. Thank you for choosing us.