Complaints Policy

We value your feedback, so if you’re dissatisfied with any part of our service or products, please contact us using one of the options below:

• Phone: 01536 480 505
• E-mail: complaints@marazzisurfaces.co.uk
• Postal & Visitor Address: Brakehill Farm, Grafton Road, Brigstock, Northants, NN14 3NB

We aim to ensure every customer has a positive experience with our products and services. If we fall short, your feedback is invaluable in helping us improve and resolve any issues promptly. While we strive for excellence, we recognise that occasional challenges can arise, and we’re committed to addressing them effectively to restore your confidence in our service.

We want to:

• Make it easy for you to tell us what went wrong;  
• Give your complaint the attention it deserves;
• Resolve your complaint fairly without delay;
• Make sure you are satisfied with how your complaint was resolved.

Our focus is on resolving your complaint as efficiently as possible. While some issues may require additional time for thorough investigation, we will keep you informed at every stage. If you need an update, you’re welcome to contact us and speak with the individual handling your case. For more complex matters, we’ll provide an update within 10 business days, including next steps to move towards a resolution.

• Complaints Handling Procedure -Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

If we can’t agree a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
• Issue our final decision letter which will explain our final position
• Through a mediation service to resolve the matter