Complaints Procedure

Last updated: October 2025

1. Introduction

At Standex Systems, we are committed to providing high-quality products and excellent service. However, we recognise that from time to time things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we’ll handle it, and what you can expect from us.

2. Our Commitment to You

• We take all complaints seriously and aim to resolve them quickly, fairly, and transparently.
• Every complaint is acknowledged, investigated, and handled with courtesy and respect.
• We use customer feedback to review and improve our service and processes.

3. How to Make a Complaint

You can raise a complaint by contacting us in any of the following ways:

Email: [email protected]
Phone: 01604 646633
Post: Standex Systems Ltd, Registered Office: The Old Mill, Blisworth Hill Farm, Stoke Road, Blisworth, Northamptonshire NN7 3DB

To help us investigate and respond quickly, please include:

• Your full name and contact details
• Your order or quotation reference (if applicable)
• Details of your complaint, including relevant dates, names, and any supporting information such as photos or documents

4. What Happens Next

1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
2. Investigation: Your complaint will be reviewed by a relevant member of our management team. We may contact you for further details or clarification if needed.
3. Response: We aim to provide a full written response within 10 working days. If we need more time, we will keep you informed of progress and expected timeframes.

5. If You’re Not Satisfied

If you are unhappy with our initial response, you can request that your complaint be escalated to a senior manager for further review. We will reassess the matter and respond within a further 10 working days wherever possible.

If, after our final response, you remain dissatisfied, you may seek independent advice from Citizens Advice or Trading Standards, or pursue alternative dispute resolution options where available.

6. Continuous Improvement

All complaints are logged and reviewed regularly by management to identify trends and areas for improvement. We value feedback and use it to improve the quality of our service to customers.

7. Contact Details

Standex Systems Ltd
Email: [email protected]
Phone: 01604 646633
Registered in England & Wales