1. Purpose
We want you to be happy with what you buy, sell and play here. When we get it wrong, we want to know so we can put it right and do better. This procedure explains how to complain and what you can expect from us.
2. What counts as a complaint
A complaint is any expression of dissatisfaction with our goods, services or staff, or with how something was handled. Examples include a faulty product, a graded card that is not as described, a trade-in offer or payment, a membership or booking problem, an event or tournament decision, a member drop allocation, the behaviour of a member of staff or another customer, or how we handled your data.
Some matters are dealt with under other policies. For refunds and returns, see our Refunds and Returns Policy (POL-12) or, for online orders, Online Terms of Sale and Returns (POL-13). Your statutory rights are not affected by this procedure.
3. How to complain
- In store. Speak to any member of staff or the person in charge of the shift. Most problems can be put right on the spot.
- Through the website. Use the contact details on ggentertainment.co.uk and put the word Complaint at the start of your message.
- In writing. You can hand in a letter to the shop or post it to GG Entertainment Group Ltd, 4 Cavendish Walk, Bolsover, Derbyshire, S44 6DB.
Please tell us what happened, when, who you spoke to, what you have already tried and what you would like us to do. Include an order number or receipt if you have one. If you need help to make a complaint, for example because of a disability, tell us and we will make adjustments.
4. What we will do
| Stage | What happens | When |
|---|---|---|
| Acknowledge | We confirm we have your complaint and who is dealing with it. | Within 3 working days |
| Investigate and reply | We look into it, speak to those involved and send you our response. | Within 14 days of receipt |
| Escalation | If you are not happy, you can ask the Managing Director to review it. | Ask within 28 days of our reply |
| Final response | The Managing Director reviews and sends a final response. | Within 14 days of your escalation |
If a complaint needs longer, for example because we are waiting for a supplier, a grading company or CCTV footage, we will tell you why and when you can expect a full answer.
Our reply will say what we found, whether we agree that something went wrong, and what we will do about it. This may be an apology, a repair, a replacement, a refund or a change to how we work.
5. Escalating to the Managing Director
If you are not satisfied with the first reply, tell us why and what you want to happen. The Managing Director, Richard Allison, will review the complaint and any evidence. If the complaint is about the Managing Director, we will ask an independent person to help review it where we can.
The Managing Director's reply is our final response. It will set out our decision and explain our reasons.
6. If you are still not satisfied
You are free to take your complaint further at any time. Options include:
- Citizens Advice consumer helpline for free advice on your consumer rights. You can find it at citizensadvice.org.uk.
- Trading Standards, through Citizens Advice, if you think we have broken consumer law.
- Alternative dispute resolution (ADR). If we cannot settle a dispute with you, our final response will say whether we are able to refer it to an approved ADR provider, and if not, which provider could consider it.
- Court. You may bring a claim in the county court, including the small claims track for lower value claims.
- Your card provider or bank, if you paid by card and the goods or services were not provided or were faulty.
- Information Commissioner's Office, if your complaint is about how we have handled your personal data.
- Equality Advisory and Support Service, if your complaint is about discrimination.
7. For staff handling complaints
- Listen, do not argue, and thank the customer for telling us. Be polite, even if the customer is not.
- If you can fix the problem on the spot within your authority and our policies, do so and tell the Managing Director.
- If not, take the details and tell the customer the next step and timescale. Do not promise a result you cannot give.
- Record the complaint straight away with date, name, contact details, what happened and what was agreed.
- Pass it to the Managing Director the same day. A complaint made in store counts as received on the day it is made.
- Do not discuss one customer's complaint with another customer.
- If a customer is abusive or threatening, follow the Violence and Aggression guidance and call for help.
8. Records and learning
We keep a record of every complaint, the outcome and any action taken. The Managing Director reviews them regularly to find patterns, such as the same fault or the same cause of delay, and changes how we work where needed. Complaint records contain personal data and are kept securely and only as long as needed, in line with our Data Protection Policy (POL-16).
9. Safeguarding and serious matters
A complaint that raises a safeguarding concern, an allegation of a crime or a health and safety risk is passed to the Managing Director at once and handled under the relevant policy. Where needed we will act before the complaint process is complete.