If something goes wrong you should contact Carluke Twin Eagles straight away to give them a chance to put things right.
Do this straight away, as soon as you notice the issue. You can make a complaint by email in writing or by telephone. Where we can log your complaint. Nine times out of ten we can resolve things over the phone.
However, if this is not the case we will request you log a formal complaint in writing. Start by explaining what the problem/issue is and what you would like us to do about it. This way we know what has happened at what you are seeking to resolve this. Thus enabling us to be able to advise you on the next steps.
We will take your complaint very seriously and log everything that occurs within this complaint including logging times n dates of any calls we have received in connection with said complaint, the names of all concerned, all details of the complaint and any written communication too. We will ask for as much information as possible including any photographic evidence you may have which will support your complaint. All of which enables us to get the full picture, understand the issue at hand and resolve the problem quickly.
We have the right to take between six to eight weeks to resolve any issues you have with us. This is to give us enough time to assess the situation and the evidence that was provided to find an appropriate resolution. During which you can contact us for updates on what is happening with your complaint. We recommend you do this especially if you have not heard from us after 4 weeks.
Once we have reached a decision we will contact you in writing to inform you of what we have decided.