We value all feedback.
If a member or customer has a reason to contact us with any comments, praise or complaints we have a procedure in place to ensure a structured response. It allows us to monitor our performance in dealing with those matters arising, and to measure the satisfaction of our members both before and after any issues have been resolved.
WHAT CAN YOU EXPECT?
We will deal with all feedback promptly, politely and fairly. All comments will be considered and responded to, and all praise will be forwarded to the person or people involved, passed on to their line managers, and reported to our Board of Directors as part of a monthly update.
We aim to provide a high standard of service at all times but, unfortunately, there may be times when we make a mistake. If you are contacting us with a complaint you are entitled to expect any one, or a combination, of the following:
- an apology
- an explanation
- an assurance that the same mistake will not happen again
- details of the action we have taken to put things right
HOW CAN YOU REACH US?
We have made it easier than ever for members and customers to provide us with feedback. You can reach us in writing, by fax, via the website or by email, and there is now a free telephone number and a text service (which either comes out of your contracted bundle or is charged at your standard rate). You can also leave your feedback in person at any our stores. If you would like a response by telephone, please make sure you leave a contact number. If you’d rather an email or a letter please ensure you leave us your address.
In writing: Membership, Chelmsford Star Co-op, 220 Moulsham Street, Chelmsford CM2 0LS.
Telephone: Freephone 0800 2540404
Text: Text the word STAR to 60777, followed by your feedback, and include the store you refer to.
WHAT WILL HAPPEN NEXT?
We will respond to your feedback in full, within 5 working days of receiving it. If this is not possible, we will, within 5 working days, send you an acknowledgement explaining why we cannot provide you with a response, including details of when you can expect a full reply.
WHAT IF I AM NOT SATISFIED WITH THE RESPONSE?
If you are not satisfied with our response to a complaint, you can write to the Head of Membership directly at Chelmsford Star Co-operative Society, 220 Moulsham Street, Chelmsford, CM2 0LS who will undertake an internal review. When sending such a request, please state the reason for your dissatisfaction and include any reference details in your correspondence. Please note, the Head of Membership will deal with escalated complaints only and any new complaints going to this address will delay your resolution. You will receive a final response on the matter within one month.