Jen's Bakes 'n' Cakes

We want to hear from you about your experiences, good or bad, as it is an important way of recognising good service, putting things right and sorting out problems – both for you and everyone else that uses our services today and in the future. It also gives us ways of improving our services where needed and making sure we always are doing right by our customers.

Sometimes mistakes are made, so if you are not happy with the service you have received, we really do want to know about it. We will investigate your complaint fairly; let you know the outcome of our investigation and take steps to put things right as soon as we can.

What can you expect from us?

We aim to acknowledge your complaint within 72 hours. We aim to acknowledge your request for a Stage 7 investigation within five days. Our target for less detrimental complaints is to get you a full response within 10 working days. However, if your complaint is complicated, it may take longer to sort out – but we will keep you informed. Our target for more serious complaints is to get you a full response within 15 working days. However, if it’s not possible to respond within this timescale, we will let you know was soon as possible.

We will treat your complaint confidential and fair, and you will not be treated negatively because of making a complaint ever.

We carry out our compliments, comments and complaints processes in line with our Equality and Diversity Policy.

Where we are at fault, we will do our best to put things right as soon as possible. Where we cannot, we may ask third parties to.

Unhappy with the response you have received? If you remain unhappy with the response you have received, you may take the matter up with your local trading standards teams found here or Citizens Advice found here.

If you would like further information about the complaints, process please contact us using our contact page here.