We are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers' experience.​ Should you have any tips for us on how to improve, we would love to hear from you!
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Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice that could help us shape the future of our company, as well as allow us to improve things, however big or small your suggestions might be.
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If you would like to give us your feedback:
​Please email us on info@simonjptaylor.com with your comment. We will acknowledge your email and forward your comment to the relevant Business Manager, depending on which area of the business your comment relates to.
 
If you have a complaint:
​Contact our Customer Care Team. Please email them at info@simonjptaylor.com, providing as much of the following details as you can:
 

• Name

• Email

• Phone

• Date

• What did you purchase?

• What did the company do wrong?

• How would you like them to make it right?

 
Please attach the following documents:

• Proof of Payment

• Evidence of what the company did wrong

• A copy of your contract and receipts

• Any correspondence with the company - including dates, times, and who you spoke to​

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They will acknowledge your email (this is usually within three days of receipt although during busy times may be longer).
They will then investigate your complaint. This may mean that they will ask you to provide more information, depending on your type of submission. This should take no longer than 14 days from the date they receive all relevant information.
 
Once they’ve got all the information they need, they'll let you know what they think. If they think there’s just been a misunderstanding, they’ll explain why. But if they decide you’ve been treated unfairly, they’ll make sure that we put things right. Our Customer Care Team is able to resolve most complaints this way. 
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If you reject their decision, your complaint cannot be taken any further within the company, as this is the highest level of the complaints procedure. Our Customer Care Team’s decision is therefore final. However, most complaints are resolved to the satisfaction of all parties at this stage.