Complaints procedure

How to complain

• By email: info@fonology.co.uk
• By phone: +44 141 374 0365
• In person or by post: 61c Main Street, Thornliebank, Glasgow, G46 7RX

It helps us if you tell us:

• your name and how to reach you;
• your order, repair or trade-in reference, or the date you called in;
• what went wrong, and what you would like us to do about it;
• any photos, receipts or messages that show the problem.

If you tell us by phone or in the shop, we will write down what you say and send you a copy.

What we will do

1. Acknowledge it within [[COMPLAINT_ACK_DAYS]] working days.
2. Look into it. [[COMPLAINT_HANDLER_ROLE]] will look at what happened. Someone who was not involved reviews it where we can.
3. Reply in writing within [[COMPLAINT_RESPONSE_DAYS]] working days with what we found and what we will do. If it will take longer, we will tell you why and when to expect an answer.
4. Put it right where we got something wrong — a repair, a replacement, a refund or an apology, depending on what happened.

If you are still not happy

[[ADR_STATEMENT]]

You can always get free, independent advice about your rights:

• Advice Direct Scotland (consumer advice) — free advice for consumers in Scotland, which can also pass a complaint to Trading Standards;
• Citizens Advice Scotland;
• your local council’s Trading Standards service.

You can also take the matter to court. In Scotland, small claims (the “simple procedure”) are a low-cost way to claim for money owed. Time limits apply, so get advice if you are thinking of doing this.

Complaints about your personal information

If your complaint is about how we have handled your personal data, see data protection complaints, which has its own steps and time limits.

How we use complaints

We keep a record of every complaint, what we did, and what we learned, for six years. We use it to fix problems, not to judge you. See our privacy notice.