Customer relations

Customer relations

Bosch Thermotechnology Ltd is committed to providing products and services of a high quality.

We realise however, that sometimes things can go wrong, and there may be occasions where problems arise which result in a product, or service, falling short of a customer’s expectations.

We would encourage you to contact us – whether it is a comment, query, criticism, or an expression of your dissatisfaction.

Your feedback is essential and will enable us to improve our services and continue to provide a world class service.

What is a complaint?

An expression of dissatisfaction about the product or about the standard of a service you have received.

How will we deal with your complaint?

Step one: Registering your dissatisfaction

Contact our Customer Relations team by email or letter stating your dissatisfaction. Please provide your full name, address, postcode and contact telephone numbers.

Please explain the reason for your dissatisfaction clearly and concisely. Our Customer Relations team will log all the details.

Email address: correspondence.mailbox@uk.bosch.com

Customer Relations
Bosch Thermotechnology Ltd
Cotswold Way
Warndon
Worcester
WR4 9SW

Step two: Acknowledgment

Following receipt, we aim to acknowledge your complaint in writing within 2 working days (Monday – Friday excluding public holiday) of receipt.

Step three: Investigation

Your complaint will always be investigated by a trained customer relations coordinator. We will be as thorough as possible, and in order to deal with your complaint as quickly as possible we may telephone you for any additional information we may need.

Step four: Conclusion (initial response within 0 – 4 weeks)

The customer relations coordinator will investigate all the facts and come to a conclusion that takes full account of all the issues. We will either send a final response letter or a further holding letter which will seek to inform you that we have been unable to give a final response and an indication as to when you will hear next from us.

Bosch Thermotechnology Ltd is not regulated by a national body but in setting its policy on redress to customer complaints it works to a standard it believes to be fair and reasonable.

This complaints procedure does not affect your statutory rights.