COMPLAINT HANDLING AND DISPUTE RESOLUTION

In the first instance, if you need support regarding your Kärcher product please contact the appropriate department below. They can issue you a customer reference needed to help us raise any escalation.

 

Department

General enquiries

Opening hours: 8:30am - 5:00pm

Contact Information

Tel: 01295 752 000

Email: enquiries@karcher.co.uk

Social Media: Facebook | Twitter


Department

Home & Garden Helpline

For all enquires relating to Home & Garden products

Opening hours: Monday - Friday: 8:30am - 6:00pm

Contact Information

Tel: 01295 234 020

Email: helpline@karcher.co.uk


Department

Professional Sales Support

For all enquries relating to Professional products

Opening hours: 8:30am - 5:00pm

Contact Information

Tel: 01295 752 082

Email: industrialsalessupport@karcher.co.uk


Customer Complaint Process - Our 3-Step Process to Problem Resolution

Step1. Contact our Customer Service Department

Contact us using one of the contact methods outlined above.  In the first instance, your complaint will be reviewed by our team of customer service agents.

If you would prefer to write to us by post, please send your correspondence to:

Customer Care Team
Kärcher UK Ltd
Kärcher House
Brookhill Way
Banbury
Oxfordshire
OX16 3ED

Please ensure to include as much detail as possible and provide your contact details so that we can respond to you.

Step 2.  How we will handle your complaint

  • Your complaint will be handled by named customer service representatives.  All details will be captured and recorded so that you do not need to repeat yourself. You may be asked to provide additional information such as a proof of purchase, photo's or any other details that we feel are relevant.
  • We will aim to respond to your complaint immediately if contacted by telephone.  If this is not possible we will agree a timeframe in which a resolution should be reached.  Complaints received by email will be responded to within 72 business hours.  More complex complaints may require additional time if an inspection of the product is required.
  • You will be provided with a unique reference number for your complaint.
  • Once the complaint has been closed, we will confirm any actions taken and the outcome in writing to you.

Step 3:  If you are not satisfied with the outcome

At your request, the complaint can be escalated to the complaints team for review.  You will be contacted by a member of the team within 72 business hours of the escalation, allowing time for the complaint to be fully reviewed.

Should you wish to contact them directly then this can be done by post or email.

Email: complaints@karcher.co.uk

By Post:

Complaints Department
Kärcher UK Ltd
Kärcher House
Brookhill Way
Banbury
Oxfordshire
OX16 3ED

If you are still not satisfied with the outcome, your complaint will be reviewed by the Head of Customer Care who will review the complaint and make contact with you.

If, after we have provided a final response to your claim, you are unhappy with the outcome, you can refer your complaint to Consumer Arbitration.