Complaints Procedure
Last updated: January 2024
Our Commitment
At Jacket & Mash Co., we strive to provide excellent food and service. However, we understand that sometimes things don't go as planned. We take all complaints seriously and are committed to resolving them fairly and promptly.
How to Make a Complaint
If you're not satisfied with our service or food, please let us know:
1. Immediate Issues
If you're dining with us or have just received your order, please speak to a member of staff immediately. We'll do our best to resolve the issue on the spot.
2. Email
Send us an email at complaints@jacketandmash.co with details of your complaint, including your order number and date.
3. Phone
Call us on 020 1234 5678 during opening hours to speak to a manager.
4. In Writing
Write to us at: Jacket & Mash Co., 123 High Street, London, SW1A 1AA
What Happens Next
- We'll acknowledge your complaint within 24 hours
- We'll investigate the issue thoroughly
- We'll respond with our findings and proposed resolution within 5 working days
- If you're not satisfied with our response, you can escalate to our senior management
What We Need From You
To help us resolve your complaint quickly, please provide:
- Your name and contact details
- Order number and date (if applicable)
- Details of the issue
- Any supporting evidence (photos, receipts, etc.)
- What resolution you're seeking
Our Promise
We promise to treat all complaints with respect and confidentiality, investigate thoroughly, and work with you to find a fair resolution. Your feedback helps us improve our service for everyone.