Complaints Procedure


Ladds Guns Ltd

Complaints Handling Policy


Our complaints policy

We are committed to providing high-quality products and services to all our customers. However, when something goes wrong, we need you to tell us about it.  This will help us to improve our standards.


If you have a complaint, please contact us in writing with the details. We will try to resolve all complaints in a timely manner within 30 days, if your complaint is likely to take longer to resolve we will contact you and keep you updated.


What will happen next?


  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.


  1. We will then investigate your complaint. This will normally involve passing your complaint to our managing director who will review your matter and speak to relevant members of staff.


  1. Our managing director will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.


  1. Within three days of the meeting, our managing director will write to you to confirm what took place and any solutions s/he has agreed with you.


  1. If you do not want a meeting or it is not possible, our managing director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 


  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another director to review the decision.


  1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


  1.  If you are still not satisfied, you should contact: