At Liberator, we are committed to providing high-quality products and services. If you are dissatisfied with any aspect of our products, services, or customer support, we encourage you to let us know so we can investigate and resolve the issue as quickly as possible.
We ask that complaints are raised as soon as possible, ideally within 30 days of the issue being identified.
How to Make a Complaint
You can contact us in any of the following ways:
- Calling us on +44 (0)1733 370470
- Email us at complaints@liberator.co.uk
- Write to us at:
Customer Support Team Leader
Liberator Ltd
Glenside Business Park
West Pinchbeck
Spalding
PE11 3SA
Alternatively, you may discuss your concerns with your Regional Consultant. Details can be found on our website: Meet your Regional AAC Consultant.
What Happens Next?
Once we receive your complaint:
- Your complaint will be recorded and acknowledged within 2 working days.
- We will review and investigate the matter thoroughly.
- Where necessary, we may involve specialist teams or product manufacturers to support the investigation.
- We aim to provide an outcome within 10 working days. If additional time is required, we will keep you informed of progress.
- Where appropriate, corrective action will be taken to resolve the issue.
Escalation
A complaint may be escalated in either of the following circumstances:
- at your request, if you are dissatisfied with the outcome; or
- by Liberator, where we believe escalation is necessary.
Using Feedback to Improve
We value all customer feedback and use complaints and suggestions to help improve our products, services, and customer experience. Complaint information is reviewed regularly to identify trends, implement improvements, and support our commitment to continual improvement. This aligns with Liberator’s documented complaint management process.
Positive Feedback
We also welcome positive feedback. Hearing about good experiences helps us recognise what we are doing well and identify opportunities to further improve our services. Positive comments can be shared with our Customer Support Team.