Trigafilms

Trigafilms Complaints Procedure

Trigafims prides itself on its high-quality products and customer service and takes your concerns very seriously. However, there may be times when you feel that our service has fallen below the standard you expect. If this is the case, and you wish to make a complaint, we will try to resolve the issue. The following is a simple guide to what you should do if you wish to make a complaint and what we will do, together with other helpful information.

What should I do if you wish to make a complaint?

We have formal complaints handling procedures in place to ensure that all complaints are handled fairly, consistently, and timely.

WHO DO I CONTACT

We aim to resolve your complaint as quickly as possible. To enable us to do this, please provide your name and contact telephone number, email address, your order ID number and in case of a card-related complaint, the last four digits of your debit or credit card used, as well as full details of your complaint, along with any relevant documentation. Please use the below information to identify how to contact the relevant department for your complaint.

Our registered Company name is: Robot-M Ltd

Our website address is: https://www.trigafilms.com
Postal address: 310 Kemp House 152-160 City Road London EC1V 2NX
Telephone number: +44 207 566 2199
Email Contact: mail@trigafilms.co.uk

ADDITIONAL SUPPORT

We strive to offer means to support the needs of all our customers and make reasonable adjustments to accommodate any special circumstances. If you feel that you require special provisions or additional support, please do not hesitate to contact us.

We value the relationship with our account holders.

Please be assured that checking or making a complaint will not adversely affect your relationship with Trigafilms and will not impact your ability to get products from us in the future.

WHAT WE DO NEXT

We will send you an acknowledgement letter or email of your formal complaint within 5 working days of receiving it.

We may need to contact you for further information to try to understand the matter fully.

We will then investigate the complaint thoroughly.

We will fully respond to complaints within 2-3 working days, addressing all the points you have raised.

(In exceptional circumstances, we may delve into the complaint further. In this case, we may take up to 35 working days to respond. If we extend the deadline to 35 working days, we will explain this to you within 2-3 working days of the original complaint.)

Please note if your complaint relates to missing orders, it may take up to 28 days from the receipt of your original complaint for us to provide you with our final response.