Complaints Policy

Premier Junk Limited
Last updated: 12/01/2026

1. Our Commitment

Premier Junk Limited is committed to providing a high standard of service. We value customer feedback and take complaints seriously. This policy explains how complaints can be raised and how we will handle them.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• Our services
• Our staff
• Pricing or charges
• Damage concerns
• Missed or delayed collections
• Customer service experience

3. How to Make a Complaint

Complaints should be submitted as soon as possible after the issue arises.

Contact Details

Email: hello@premierjunk.co.uk

Please include:

• Your name and contact details
• The service date and location
• A clear description of the issue
• Any supporting evidence (photos, invoices, correspondence)

4. How We Handle Complaints

4.1 We will acknowledge receipt of your complaint within 2 business days.

4.2 We will investigate the matter fairly and objectively.

4.3 We aim to provide a full response within 10 business days.
If more time is required, we will keep you informed.

5. Resolution

Where a complaint is upheld, we may offer:

• A clarification or explanation
• A goodwill gesture
• A partial refund (where appropriate)
• Corrective action to prevent recurrence

Any resolution offered will be proportionate to the issue.

6. Escalation

If you are dissatisfied with our response, you may request that the complaint be reviewed by a senior manager.

7. Legal Rights

This Complaints Policy does not affect your statutory consumer rights.

8. Record Keeping

We maintain records of complaints to help improve our services and ensure consistent handling.

End of Complaints Policy