Oscar Wylee Complaints Handling Policy
Oscar Wylee aims to provide our customers with the best possible service. If you haven't received the service you expected, you have the right to make a complaint.
A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where you expect a resolution. Contacting us to request technical support or to report a service issue is not necessarily a complaint. Where it’s not clear to us, we’ll ask you to confirm that you wish to make a complaint.
In dealing with your complaint, we will treat you with fairness, courtesy and with adequate resources. Oscar Wylee believes that this Complaint Handling Process is the most effective and quickest way to resolve issues and we will use our best efforts to resolve your complaint efficiently in accordance with this process.
We also demonstrate our commitment to proper complaints handling by publishing this policy so that consumers are aware of our approach and also by making a copy of this policy available to consumers, staff and any other interested parties.
In order to ensure that we properly understand your complaint, we will require you to provide as much relevant information as possible to the staff member who receives your complaint. Such are an order number, your phone number or email address or other such details. This will be recorded and will be passed on to an appropriate person for action.
To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to review and manage any systemic or recurring problems that may occur within our company. As always we encourage our customers to discuss any product or service related issues with our retail staff, but if you are dissatisfied with the handling of your feedback, you may seek a review of the matter by contacting our Complaints Co-ordinator via: https://www.oscarwylee.co.nz/contact/
You will receive a response from the person assigned to handle your complaint within 5 business days of the complaint having been received. This response will detail the steps taken to investigate your complaint and will suggest fair and reasonable remedies to resolve the situation.