When something
needs attention.

A practical route for resolving concerns.

This Complaints Policy explains how customers and service users can raise concerns about services provided by SCHOOLWEAR SHARED SERVICES LTD.

The purpose of the process is to ensure that concerns are received clearly, reviewed appropriately and responded to within a reasonable period.

What can a complaint relate to?

A complaint may concern the way a service was delivered, communication relating to an agreed requirement, the scope of work, an administrative error, or another aspect of the service that you believe requires attention.

Examples may include concerns about agreed deliverables, communication, timing, administrative handling or whether a requirement was addressed as agreed.

Where the matter is simply a request for clarification, amendment or additional information, we may first treat it as a service enquiry so that it can be resolved efficiently.

Tell us what needs attention.

We encourage you to contact us as soon as reasonably possible after becoming aware of the issue. Early communication can often allow a concern to be clarified or resolved before it becomes more difficult to address.

Please provide enough information for us to identify the relevant service or requirement. Where available, this may include the name of the service, the date of the relevant communication or service activity, and a short description of the concern.

Complaints can be submitted by email using the contact details at the end of this policy or through the Contact page .

What happens after you contact us?

Clear timeframes for communication.

We aim to handle complaints promptly while allowing sufficient time to review the relevant information.

We aim to provide a substantive response within 10 business days where the matter can be reviewed within that period.

If a complaint requires additional information, review or clarification and cannot reasonably be completed within 10 business days, we will explain the reason for the additional time and provide an updated expected response timeframe.

What the response may cover.

Following review, we may confirm that the service was delivered in accordance with the agreed scope, identify an administrative or communication issue, propose an appropriate correction, or explain why a requested action cannot be taken.

Complaints do not replace statutory rights.

This Complaints Policy provides an internal route for raising concerns. It does not remove or restrict any statutory rights or remedies that apply to you and cannot lawfully be excluded or restricted by contract.

Where applicable consumer protection, contractual, cancellation, refund or other statutory rights apply, those rights will continue to apply independently of this complaints process.

Customers may also request clarification of the contractual or service terms relevant to their particular arrangement. Different terms may apply depending on whether services are provided to a business customer or an individual consumer.

Need to raise a concern?

Please provide a concise description of the issue and, where possible, identify the service or communication concerned. This helps us review the matter efficiently.