Complaints Policy
We are committed to constantly improving our processes to provide the best possible service to our customers. In the event something has gone wrong, please contact our team and they will do their best to fix the issue as soon as possible. If they are not able to provide a resolution to your satisfaction, we encourage you to inform our management team by leaving a complaint.
Method of Complaint
The preferred method to register a complaint is by using our ticketing system and selecting complaint. This will ensure complaints reach our management team promptly and everything can be tracked for future reference.
Complaints can also be sent by post to Overclockers UK, Shelton Boulevard, Stoke-on-Trent, ST1 5GP.
Please provide as much detail as possible including any relevant order or return numbers, so we can deal with your complaint quickly and thoroughly.
Resolving Complaints
An appropriate member of our management team will investigate and take appropriate action. They will acknowledge the complaint within two working days and provide an update where possible. Further information or additional time may be required to find a resolution, especially if it involves a third party e.g. carrier. If the complaint relates to a specific person, they must be given a fair opportunity to respond. We aim to resolve all complaints within one working week and will keep the complainant updated if this is not possible.
Complaint Escalation
If the complainant feels that the problem has not been satisfactorily resolved by the manager, they can request that the complaint is reviewed at Director level. The Director will review the complaint with the manager and investigate further as deemed necessary. The decision taken by a director is final and will be communicated to the complainant within one week of escalation. If more time is required, the complainant will be kept informed.
Continuous Improvement
An integral part of any investigation is how the complaint could have been avoided. Suggested improvements will be communicated to the management team for review.
Complaints related to Finance Agreements
If your complaint relates to the finance linked to your purchase, you can submit a complaint to your finance provider V12 Retail Finance. V12 will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
If you are not satisfied with V12's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of V12's final response letter to you.
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