TCF is the at the core of our basic values. Our aims:
- Consumers can be confident they are dealing with a company where the fair treatment of customers is important.
- Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
- Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
- Where consumers receive advice, the advice is suitable and takes account of their circumstances.
- Consumers are provided with products that perform as we have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
- Consumers do not face unreasonable post-sale barriers with submitting a claim or making a complaint.
We are keen to ensure customers are treated fairly. We know to achieve this we must:
- Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly.
- Ensure that any advice given is in the customers’ best interests.
- Continually assess the services and products we provide to ensure we can meet changing requirements.
- Enable our staff to ensure any concerns raised by a customer immediately addressed.
We constantly monitor our ability to achieve these standards through regular assessments of individual performance, benchmarking performance against quality standards and internal audits.
Complaints
On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;
Phone: 0161 931 2343
Email: ukcustomersupport@brothersewing.eu
Address:
Brother Sewing Machines Europe GmbH (Attention: Josephine Byrne)
Jones House
Shepley Street
Audenshaw
Manchester
M34 5JD
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can't reach an agreement
If you are not satisfied with Novuna’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 Novuna’s final response letter to you.
They can be contacted in the following ways:
Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
E-mail: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk
