Service Promise

In our premises we make sure we:

• Keep it well ventilated
• Dress appropriately and receive you with politeness
• Use PPEs and other viral and bacterial protection gear
• Sanitise and wipe work surfaces after each use
• Ensure our working space is clean and free from bacteria and viruses

We adhere to stringent government safety protocols such as:

• Minimum number of people allowed in the shops at every particular time
• Adhere to social distancing

Every time you come to us, we will:

• Treat you with courtesy and respect
• Serve you in a healthy and safe environment
• We will listen patiently and deal with you in a health, prompt and efficient manner
• Treat you fairly, without unlawful discrimination in line with our policies and procedures
• Provide with any further requirement you may need; language, mobility, accessibility
• Always respect your right to privacy and confidentiality

When you contact us by phone, we will:

• Answer your call as quickly as possible
• Ensure you are spoken to or are able to leave a message for the right person to deal with your enquiry
• Return all message by no later than the end of the day

We will make all necessary information available, including:

• Prices of goods
• Service charges
• Publication of offers and discounts through leaflets and/or social media and website
• On request, you may see personal information that we hold about you

If we have made a mistake or you are unhappy with our performance, we will:

• Tell you about our complaint procedure and how to use it
• Acknowledge the receipt of your complaint within 5 working days
• View your complaint as an opportunity to learn from our mistakes and provide a better service in the future
• We will listen to you and engage you in all aspects of the services
• Will appreciate you in the vain to let us know what we did that impressed you so we may be more in that aspect

We ask you to:

• Be polite and considerate to our staff and other service users that you may come across in our premises
• Report concerns to us as quickly as possible
• Tell us how you think we could improve the services we provide
• Protect us by protecting yourself to foster a pandemic environment all of us
• Enjoy your experience with us and let others know how grateful we are for choosing us, you are amazing.

Thank you. The XTRIM team.