Trigafilms Complaints Procedure
Trigafilms prides itself on high-quality products and customer service and takes your concerns very seriously. However, there may be times when you feel that our service has fallen below the standard you expect.
If this is the case, and you wish to make a complaint, we will try to resolve the issue. This page explains what you should do if you wish to make a complaint, what we will do, and other helpful information.
What Should I Do If I Wish To Make A Complaint?
We have formal complaints handling procedures in place to ensure that all complaints are handled in a way that is fair, consistent and timely.
Who Do I Contact?
Our aim is to resolve your complaint as quickly as possible. To help us do this, please provide your name, contact telephone number, email address, and full details of your complaint, together with any relevant documentation.
If your complaint relates to a card payment, please include the last 4 digits of the debit or credit card used. Please use the information below to identify how to contact the relevant department for your complaint.
- Registered company name: Robot-M Ltd
- Website: https://www.trigafilms.net
- Postal address: 310 Kemp House, 152-160 City Road, London, EC1V 2NX
- Telephone number: +44 207 566 2199
- Email contact: [email protected]
Additional Support
We strive to offer means to support the needs of all our customers and make reasonable adjustments to accommodate special circumstances. If you feel that you require special provisions or additional support, please contact us.
We value the relationship with our account holders. Please be assured that checking or making a complaint will not adversely affect your relationship with Trigafilms and will not affect your ability to get products from us in the future.
What We Do Next
- We will send you an acknowledgement letter or email for your formal complaint within five working days of receiving it.
- We may need to contact you for further information to fully understand the matter.
- We will then investigate the complaint thoroughly.
- We will fully respond to complaints within 2-3 working days, addressing all your points.
In exceptional circumstances, we may need to look into the complaint further. In this case, we may take up to 30 working days to respond. If we extend the deadline to 30 working days, we will explain this to you within 15 working days of the original complaint.
If your complaint relates to missing orders, it may take up to 28 days from receipt of your original complaint for us to provide our final response.
If You Are Still Not Happy
We are committed to ensuring all complaints are fairly addressed. However, if you are unhappy with the outcome, you can send us more information to support your complaint and we will explore it further.
Thank you
Robot-M Ltd.