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In the unlikely event that you are not completely satisfied, we have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Summary: We want to resolve your complaints as soon as possible. Please contact us as soon as you can in order to resolve any problems you may be having with the service, as soon as possible.

Our Responsibilities:

Handling Your Complaint:

Step One:

If you have a complaint regarding any aspect of our service we urge you to get in touch via phone or email in the first instance. Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us.

Email info@eltoromusic.co.uk

Step Two:

After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 7 business days, or longer (in which case we will update you with a reason for the delay and the expected timeframe).

Step Three: When your complaint is resolved, we will confirm this with you within 7 business days.

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