Customer Charter
Autumn (UK) Ltd is a specialist manufacturer, installer and supplier of bathroom adaptation equipment to service the needs of less mobile customers in both the public and private sectors. The Company trades from its Head Office and manufacturing plant in Ashton-under-Lyne, in the North West of England.

We at Autumn are committed to providing all of our customers with the highest levels of customer service. We have developed our Customer Charter to reflect our core mission to transform the quality of life for our customers, rejuvenating independence, self reliance and to enhance the enjoyment of their homes and lifestyles.

Service Overview
This Charter deals with the supply and installation of products and services as outlined in our promotional material and on our company's web sites. Charter commitments covering other business services may be obtained by contacting us.

Charter Purpose
To ensure that our clients and customer needs are met in a timely manner by reviewing enquiries, orders, schedules and minimum service delivery requirements. We value and act upon client feedback, this process is managed by regular customer contact using feedback forms completed over the telephone, or by mail or electronic means. We are committed to the speedy resolution of potential conflict as outlined further in this charter.

Accepting Responsibility
All of our team members are empowered to deliver customer service levels against pre-agreed parameters, but responsibility lies with the Company Directors.

Enquiries
Customer enquiries will be screened and carefully evaluated, before service is offered. Services may include site surveys and are subject to the customer’s acceptance of a written proposal and advance payment being processed by the Company. Full Terms and Conditions of Sale are available upon application in writing to the Company's Registered Office. Unusual requirements not covered by published service offerings will be highlighted and clarified by the Customer Services Team. An enquiry, where more details are required, will be acknowledged by email or in writing within three working days of receipt of the enquiry.A written proposal and quotation will be generated from an enquiry and will be forwarded to the potential customer together with the appropriate Terms and Conditions of Sale.Should more details be required before the submission of proposal or quotation further information will be obtained by customer contact: e.g. a sales appointment or telephone / email or by a visit by the customer to the Companies’ Showrooms at its Headquarters.All customers will be provided with a copy of the Company’s Charter Document with their quotation.

Acceptance of Orders
All orders will be acknowledged by the issuing of an official Company Order Acknowledgemet form, which will confirm the deposit paid. In the case of clients paying their order deposit by credit or debit card the company will provide a copy of the transaction slip. All quotations will include a copy of the Company's Terms & Conditions of Sale. A unique reference number will be generated on the Company's quotation and this reference will be quoted on all future documents. All orders will be acknowledged within seven working days and transferred to an internal order system which will retain the unique reference number noted on the quotation.

Payments & Refunds
Terms and Condition of payment will be discussed and agreed with customers in advance. These Terms and Conditions which are included in the Company's Terms & Condition of Sale, will be included with the quotation documentation. In the event of the customer entering into a credit agreement, to pay for goods and services with a third party provider, the Company may require payment guarantees from the provider. In the event of a part or full monetary refund being agreed, this refund will be issued by the due date of agreement with customer and this date will be confirmed in writing or by email.In the event of a like for like refund of service being agreed this refund will be delivered within a pre agreed time scale. The Company will agree the time scales in writing or by email.

Service Delivery
Customers will be advised at the time of written order acknowledgement of the date of likely order fulfilment. The completion of works may be subject to a third party delay beyond the control of the Company. In the event of the Company failing to meet its pre agreed delivery schedule, the customer will be provided with regular weekly updates either by telephone, mail or electronic means. Further information upon the fulfilment of contracts will be provided to customers in the form of the Company’s Terms and Conditions of Sale.

Data Protection
The Company may choose to use the data captured about a customer either during a sales campaign or as a result of any credit check information provided by a third party. The Company reserves the right to share data with other companies who offer goods and services which the Company judges may be of benefit to customers. The Company agrees to subscribe to the tenure of the Data Protection Act 1998.

Records
The Company will make available to customers the following records relating to specific contracts, upon request.
These may include:
Enquiry documents.
Client's Quotation.
Client Orders.
Client Order Acknowledgement.
Client Invoice.
Autumn (UK) Ltd Terms & Conditions of Sale.
Warranties, Guarantees & Operating instructions off Proprietary fitted appliances.

Dispute Trail Documentation
All clients are provided with written Terms and Conditions of Sale and are asked to confirm their acceptance of these, before an order will be accepted. Our Customer Services team is available to assist with our customers understanding of these Contractual Terms and Conditions of Sale. Additional copies of the Terms and Conditions of sale are available upon request.

Complaints & Dispute Procedures
In the event of complaint being made or dispute arising from service offered, the Company will immediately confirm receipt by telephone, followed up by writing and will provide an overview of the following actions:
How and who will investigate the complaint.
How we will keep our customer or complainant informed of the progress of investigation.
We will always provide an indication both verbally and in writing of the time taken to resolve complaints and disputes. If we are unable to meet our deadline as set out in Service delivery above we will provide weekly progress updates until resolution.

Charter Amendments
The Charter will be reviewed regularly to ensure that any new regulations, statutes and requirements can be met. All amendments will be advised by publication on our website. For further information regarding this charter please contact our Client Services Team at our Head Office address below.

The Managing Director

Autumn (UK) Ltd
The Wellington Centre
Whitelands Road
Ashton-under-Lyne
0L6 6UY

Tel: 0161 331 3000
Fax: 0161 331 3020
www.autumnuk.co.uk

<< Back to About us