Help

For general enquiries please contact enquiries@designconsort.com

In relation to any orders you have made the email contact is myorders@designconsort.com

 

COMPLAINT HANDLING PROCEDURE

 As part of our Legal obligations, W Moorcroft Ltd (trading as designconsort) is required to ensure that a complaints procedure is in place for all e-commerce transactions so as to provide you with a clear and transparent line of communication. W Moorcroft Ltd (trading as designconsort) take complaints about both the service you receive from us and our quality standards extremely seriously and the complaint procedure allows us to deal with them in confidence. Before each piece of designconsort is dispatched it has to pass through rigorous Quality Control tests. Those pieces of designconsort that do not reach our highest standards are sold separately and marked as seconds.

 

If something goes wrong you should tell us. Complaints are recorded, along with any action taken. Indeed, W Moorcroft Ltd (trading as designconsort) value complaints and use information from them to assist us in improving our services in the future. Whilst our aim is to provide our customers and collectors world-wide with a reliable and efficient service at all times, sometimes things can go wrong. When this happens we would like to know, in order that we can put things right. Building strong and lasting relationships with all admirers of our art pottery is important to us, and we take the service we provide to you very seriously and will endeavour to deal with your complaint promptly.

 

 

When a problem arises in the first instance we ask that you send written details to Moorcroft Director himself, David Johnson. You can do this via telephone contact by calling +44 (0) 1782 829999 or via email to enquiries@designconsort.com 

and he will discuss your complaint or dissatisfaction informally and endeavour to resolve it to your satisfaction. Telephone calls and emails will be responded to within 7 working days from his receipt of your complaint. If you contact David by letter @ W Moorcroft Ltd, Sandbach Rd, Burslem, Stoke-on-Trent, St6 2DQ he will respond to your enquiry within a 14 day period. During periods of annual leave David will nominate a senior member of Moorcroft’s personnel to respond in his absence. If you are not entirely happy with David’s response you can appeal the decision/action that he has undertaken within 14 days of the said decision by contacting our Managing Director, Elise, Adams, in writing. Elise will respond to your complaint within 14 days of the receipt of your notification of the complaint. Whilst her decision is final, you are reminded of your overriding statutory rights and assistance offered through your local Trading Standards Office.