CUSTOMER CARE POLICY

Overview

This policy explains how you can make a complaint regarding Damon & West, our products, services, staff, or the handling of a previous complaint. It also outlines how we review and respond to complaints, along with the steps you may take if you are not satisfied with our decision or response. We are committed to treating all customers with respect, and we ask that you engage with our team in the same way.

Last updated: 29 November 2025

What is a Complaint?

A complaint is any expression of dissatisfaction directed to or about Damon & West, relating to our products, services, staff, or how a complaint has been handled—where a response or resolution is expected, requested, or required by law.

How to Make a Complaint

You can submit a complaint to us using the following methods:

Email: support@damon-west.com

When lodging a complaint, please include:

your full name

your preferred method of communication

 

 

contact details for you or your authorised representative

any support or special assistance you may require

the outcome you are seeking

If You Need Help Making a Complaint

If you need assistance lodging or managing your complaint, you may authorise another person (e.g. friend, family member) to represent you. We may request permission from you to discuss your matter with that representative.

How We Manage Complaints

Acknowledgement

We aim to acknowledge receipt of your complaint promptly—typically within 24 hours. We will respond using the same communication channel used to contact us unless a preference is specified.

Investigation

If your concern cannot be resolved immediately, we will conduct a thorough review and may request additional information to properly address the matter.

Resolution

We seek to resolve all complaints within 30 days. If the issue is complex or delays arise beyond our control, we will notify you and explain the reason for the delay.
If your complaint is denied, we will clearly explain the reasons for our decision, address the issues raised, and provide detail to ensure you understand the outcome.

Requesting Complaint Status Updates

You may request updates on the progress of your complaint at any time by contacting us.

Possible Outcomes & Remedies

Depending on the circumstances, resolution may include:

  • an apology or explanation
  • refund or waiver of a fee
  • goodwill payment
  • replacement of damaged or lost items
  • contract or policy amendment
  • discontinuation of an action causing detriment