At Project Kahn we are dedicated to delivering exceptional customer service and to achieving the highest levels of customer satisfaction. Should you be dissatisfied in any way with a product or service you have received from us, we will investigate your complaint fully, fairly and in a timely manner.  

 

Complaints Procedure:

At Project Kahn Ltd, we are committed to providing the highest level of service to our customers. We understand that, on occasion, concerns may arise, and we take these matters seriously. This document outlines our complaints procedure to ensure transparency and address any issues promptly.

 

1. Submission of Complaints:

Customers can submit complaints through the following channels:

  • Email: Send an email to davidgreen@kahndesign.com.
  • Phone: Contact us on +441274749999
  • Postal Mail: Address your written complaint to 240 Canal Road, Bradford, West Yorkshire, BD1 4SX.

2. Acknowledgment of Complaints:

Upon receipt of a complaint, we will send an acknowledgment within 10 working days, confirming that we have received your complaint and providing an estimated timeline for resolution.

 

3. Investigation and Resolution:

Our dedicated complaints team will thoroughly investigate the issue. We aim to provide a resolution within 30 working days of receiving the complaint. In complex cases, we may require additional time, but we will keep you informed of the progress.

 

4. Updates to the Customer:

We will provide regular updates on the status of your complaint. If there are any delays or if additional information is needed, we will communicate this to you promptly.

 

5. Escalation Process:

If you are not satisfied with the resolution provided, you have the right to escalate your complaint. You can do so by contacting kahn@kahndesign.com. If you remain dissatisfied, you have the option to refer the matter to the Financial Ombudsman Service.

 

6. Closure and Feedback:

Once a resolution has been reached, we will send you a closure letter outlining the outcome of the investigation. We welcome your feedback on the complaints process to continually improve our services.

 

7. Record Keeping:

We maintain comprehensive records of all complaints, including details of the issue, actions taken, and resolutions provided. All information is handled confidentially and in accordance with data protection regulations.

 

8. Review and Update:

We regularly review and update our complaints procedure to ensure compliance with FCA standards and reflect any changes in regulations.

 

For more information or assistance with the complaints process, please contact our complaints team at davidgreen@kahndesign.com or +441274749999.