Customer Support & Complaints Procedure

Updated: September 2022

 IndiNature aims to provide you with the best possible customer experience.

That means if you’re not completely happy we would like to hear from you and we will do everything we can to make things right.

OUR PROCEDURE

 How and Where to Complain:

 If you have any feedback or would like to make a complaint, you can contact us in the following ways:

  • In writing- write to us at IndiNature, Oxnam Road, Jedburgh, TD8 6NN

  • By telephone- call us on 01835 867 070

  • By email- contact us at customersupport.uk@indinature.co

 Step by step:

  1. Any complaints will be logged onto our system (with photographic evidence where appropriate) and passed to the Complaints Team.

  2. We will acknowledge your complaint.

  3. We will make contact with you to clarify any points if necessary.

  4. Our Complaints Team will fully investigate the complaint and we will keep you informed of our progress.

  5. We will discuss with you our findings and our resolution.

How long will it take:

We will aim to resolve your complaint straight away. If we can’t we will write to you as soon as possible to tell you why we have not resolved your complaint, who is dealing with your complaint and when we will contact you again.

What happens if we can’t come to an agreement:

If we cannot reach an agreement with you within 8 weeks we will:

  • Contact you in writing giving our reasons for the delay and an indication of when we expect to provide a final decision; or

  • Issue our final decision in writing which will explain our final position.