New Is Nice Unregulated Complaints

Complaints Policy

We always endeavour to treat our customers fairly and deliver a high level of service in all areas. If for any reason you are unhappy with the service provided, we would encourage you to discuss your concerns with us.

If you are unable to resolve the matter by speaking to us, or if you would prefer your complaint to be dealt with by someone else, you can raise your concerns with our dedicated complaints handling team by:

• Sending a letter to: Complaints, New Is Nice Limited, Retford Enterprise, Randall Way, Retford, DN22 7GR
• Sending an e-mail to: complaints@newisnice.com; or
• Calling us on: 01909498201 between the hours of 9:00 am and 17:00 pm.

In order to assist us in dealing with your complaint fully and as quickly as possible please ensure any communication you send us contains as much detail about your complaint as possible. You should ensure you include your order number, your full name, address and details of how you would like to receive your response.

We endeavour to acknowledge all complaints within 5 days of their receipt.

We aim to send you a Final Response within 4 weeks of the receipt of your initial complaint and we are obliged to send this within 8 weeks. If we are unable to provide you with a Final Response within this period, we will:

i) Inform you and let you know when you can expect one;

ii) Let you know why we are not in a position to send one;