Complaints Procedure

Complaints Policy

1. Purpose

The purpose of this policy is to outline how Yale UKI, part of ASSA ABLOY LTD handles consumer complaints relating to our product support services. We are committed to providing high-quality support and resolving complaints promptly, fairly, and in line with UK consumer protection legislation.

2. Scope

This policy applies to all complaints received from individual consumers in the United Kingdom regarding product support services provided by Yale UKI, including technical support, troubleshooting, repair advice, or related customer service interactions.

3. Definition of a complaint

A complaint is any expression of dissatisfaction from a consumer relating to our product support services where a response or resolution is expected.

This includes, but is not limited to:

· Delays or failure in providing promised support

· Inaccurate or unhelpful technical advice

· Poor service or communication from support staff

· Disputes over service outcomes or charges

4. Our Commitments

We are committed to:

· Accessibility: Providing clear, simple ways to make a complaint

· Fairness: Handling complaints in an impartial and respectful manner

· Transparency: Keeping consumers informed throughout the process

· Confidentiality: Protecting personal data in line with the UK GDPR and Data Protection Act 2018

· Resolution: Seeking to resolve complaints efficiently and effectively

· Improvement: Using feedback to enhance service quality

5. How to Make a Complaint

You can make a complaint via:

· Online Contact Form: Click here

· Phone: 01824 731141

· Post:

Head Of Consumer Support

Yale Retail UKI

ASSA ABLOY UK Ltd

School Street

Willenhall

WV13 3PW

6. Complaints Handling Procedure

6.1 Acknowledgement

We will acknowledge your complaint within 2 working days of receipt.

6.2 Investigation

Complaints will be investigated by a member of our support management team. We may contact you for additional information.

6.3 Resolution

We aim to resolve all complaints within 7 working days. If more time is required, we will notify you and explain the reason for the delay.

6.4 Escalation

If you’re not satisfied with our response, you can request a review by a senior manager. Should we be unable to reach a resolution, you may escalate the matter to an alternative dispute resolution (ADR) provider.

7. Independent Review

If we are unable to resolve your complaint, you can contact:

Ombudsman Services (Consumer Complaints) Website: https://www.ombudsman-services.org

Or use an ADR scheme relevant to our industry, where applicable.

8. Record Keeping

We will keep a secure record of all complaints, actions taken, and outcomes. This helps us identify trends, improve services, and ensure compliance with UK consumer rights laws.

9. Monitoring and Review

This policy is reviewed annually or in response to legislative or operational changes. Feedback from customers, staff, and regulators will be used to continuously improve our complaints-handling process.

10. Contact Us

For questions about this policy or how we handle complaints, contact: