PureFormulations – SEVENTY8STUDIOS LTD

Overview

PureFormulations maintains a structured complaint management system to ensure all customer concerns are addressed promptly, fairly, and in compliance with UK consumer protection regulations.

Complaint Receipt Channels

Customers may submit complaints through:

  • Email: support@pureformulations.co.uk
  • Contact Form: Website contact page
  • Phone: During business hours (if applicable)
  • Post: 128 City Road, London, EC1V 2NX

Response Timeframes

  • Initial Acknowledgment: Within 24 hours of receipt
  • Investigation & Response: Within 5 business days
  • Complex Cases: Within 10 business days with interim updates
  • Refund Processing: Within 14 days of resolution (per UK regulations)

Complaint Categories

We track complaints by type:

  1. Product quality issues (purity, contamination, packaging)
  2. Delivery problems (delays, damage, non-delivery)
  3. Billing/payment disputes
  4. Customer service concerns
  5. Website/technical issues
  6. Compliance or safety concerns

Resolution Process

  1. Receipt & Logging: All complaints logged with unique reference number, date, customer details, and issue description
  2. Acknowledgment: Customer receives confirmation email with reference number and expected resolution timeframe
  3. Investigation: Relevant department reviews complaint and gathers information (may request photos, batch numbers, delivery tracking)
  4. Resolution: Appropriate remedy determined (refund, replacement, credit, apology, corrective action)
  5. Communication: Customer informed of decision and resolution steps
  6. Follow-up: Customer satisfaction confirmed after resolution

Escalation Procedure

  • Unresolved complaints escalated to management after 10 business days
  • Customers may request escalation at any time
  • Serious compliance or safety issues escalated immediately to directors

Record Keeping

  • All complaints retained for minimum 7 years
  • Records include: complaint details, correspondence, investigation findings, resolution, customer feedback
  • Monthly complaint analysis reports reviewed by management
  • Trends identified and addressed through process improvements

Refund & Dispute Resolution

  • Refunds processed within 14 days per Consumer Rights Act 2015
  • Disputes resolved in accordance with UK consumer protection regulations
  • Customers informed of right to escalate to Alternative Dispute Resolution (ADR) services if dissatisfied

Quality Improvement

  • Complaint data analyzed monthly to identify trends
  • Root cause analysis conducted for recurring issues
  • Corrective actions implemented to prevent future complaints
  • Staff trained on complaint handling procedures

Chargeback Management

  • Chargebacks investigated within 48 hours
  • Supporting documentation provided to payment processor
  • Proactive customer contact to resolve disputes before chargeback escalation
  • Chargeback rate monitored and maintained below industry thresholds (<1%)

Contact for Complaints

Email: support@pureformulations.co.uk
Post: SEVENTY8STUDIOS LTD, 128 City Road, London, EC1V 2NX
Response Time: Within 24 hours