 | Our Customer Service We are committed to providing you with the best possible products, delivered directly to your door. We are also committed to ensure that you have a pleasant shopping experience and support when you need it. You can contact our Customer Services via the contact details below, if you require further information about our company, our products or just want to pass on any comments you may have.
Via post to:
Virtual Nations Ltd.
10a Shell Street
Stornoway
Isle of Lewis
HS1 2BS
Scotland
You can telephone us on: +44 (0)1851 703522
This number will be answered Monday to Friday 0900 to 1700 (GMT) except for UK public holidays
Or if you prefer you can send an email to: cs@virtualnations.net
If you are not happy with the service you receive then you can follow the procedure below to pursue any complaint you may have.
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| Complaints Procedure Should you have a complaint, then please feel free to raise the matter informally through the contact methods indicated above. We are confident that most, if not all, issues will resolved at this stage. However, if you wish to formalise your complaint then please follow the route detailed below. NOTHING IN THIS PROCEDURE WILL AFFECT YOUR STATUTORY RIGHTS.
In the first instance please raise the issue by contacting us directly via one of the contact methods listed above. Please advise us of the following information:
1 Your name, address, email and a contact phone number;
2 Your order number (if the matter relates to an order);
3 Details of your complaint. Please provide as much detail as possible as this will help us to investigate and respond quickly.
We will acknowledge your complaint within 5 business days. In most cases it will be much quicker than this but please allow 5 business days for postal confirmation to be received. This acknowledgment will contain a reference number that you can quote during future communications.
While we investigate your complaint we will continue to keep you informed of progress. Your complaint may require that we deal with our suppliers and we undertake to expedite any response from suppliers as a matter or urgency. As a minimum you will receive further communication from us every 5 business days until we are able to resolve the matter.
As soon as is practicably possible after the complaint has been raised we will provide you with an explanation of our investigations. We will also advise you of how we intend to resolve the complaint. The resolution will include timescales for implementation where this is appropriate. |
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