1. Our Commitment
At EMR Storage Solutions Limited, we aim to provide high-quality products, reliable delivery and professional customer service.
We understand that occasionally a customer may have a concern about a product, order, delivery, payment, return or service.
We take complaints seriously and aim to deal with them fairly, promptly and professionally.
This Complaints Policy explains how you can raise a complaint with us and how we will handle it.
Nothing in this policy limits or excludes any statutory rights available to consumers under Irish law.
2. Who This Policy Applies To
This policy applies to complaints concerning products or services supplied by:
EMR Storage Solutions Limited
Company Registration Number: 418635
Address:
Unit 11 Dunboyne Business Park
Dunboyne
Co. Meath
A86 EC60
Ireland
Email: contact@emrcontainersolutions.com
This policy applies to both consumer and business customers, although certain statutory consumer rights apply only where the customer qualifies as a consumer.
3. What You Can Complain About
You may contact us about any reasonable concern relating to your dealings with EMR, including:
- product quality;
- damaged goods;
- faulty or non-conforming goods;
- incorrect or incomplete orders;
- delivery problems;
- delivery damage;
- unloading or delivery arrangements;
- payment issues;
- refunds;
- returns;
- customer service;
- website or ordering issues;
- or any other issue relating to an order or service provided by EMR.
Where your complaint concerns a statutory consumer right, we will consider the complaint in accordance with the applicable Irish consumer protection legislation.
4. How to Make a Complaint
We recommend contacting us as soon as possible so that we can investigate the issue.
Complaints should preferably be submitted in writing by email:
contact@emrcontainersolutions.com
Where appropriate, you may also contact us by telephone once our customer service telephone number is published on the website.
When making a complaint, please provide as much relevant information as reasonably possible, including:
- your full name;
- order number, where applicable;
- date of purchase;
- product concerned;
- delivery address, where relevant;
- description of the issue;
- the outcome you are seeking;
- and photographs or supporting documents where relevant.
Providing this information can help us investigate and resolve the complaint more efficiently.
5. Complaints About Damaged Goods
If goods arrive damaged, please contact us as soon as reasonably possible.
Where possible, please provide:
- photographs of the goods;
- photographs showing the damage;
- photographs of the packaging or condition on delivery, where relevant;
- order number;
- delivery date;
- and a description of the damage.
We may request additional information or photographs where reasonably necessary to assess the issue.
Reporting damage promptly allows us to investigate the delivery and coordinate with the relevant delivery provider where necessary.
However, failure to report damage immediately does not automatically remove any statutory rights that may apply.
6. Complaints About Faulty or Non-Conforming Goods
If you believe that a product is faulty, defective or does not conform to the contract, please contact us as soon as possible.
We will assess the issue and determine the appropriate remedy in accordance with applicable law.
Depending on the circumstances, statutory remedies may include:
- repair;
- replacement;
- price reduction;
- termination of the contract;
- or refund.
Consumer rights concerning faulty or non-conforming goods are separate from the statutory 14-day cancellation right for online purchases.
Our Returns & Refunds Policy provides further information about returns and refunds.
The Consumer Rights Act 2022 provides Irish consumers with statutory rights and remedies concerning goods and services supplied by traders.
7. Complaints About Delivery
If your complaint concerns delivery, please provide:
- order number;
- delivery address;
- delivery date, if applicable;
- description of the issue;
- and any relevant photographs or supporting information.
This may include complaints concerning:
- delayed delivery;
- damaged goods;
- incorrect delivery;
- delivery access issues;
- unloading arrangements;
- or other delivery-related concerns.
We will investigate the matter and communicate with the relevant delivery provider where necessary.
Our Delivery & Shipping Policy contains further information about our delivery arrangements.
8. Complaints About Returns or Refunds
If you believe that a return or refund has not been handled correctly, please contact us at:
contact@emrcontainersolutions.com
Please provide your:
- order number;
- return information;
- date of your request;
- and details of the issue.
We will review the matter against our Returns & Refunds Policy, the applicable contract and any statutory rights that apply.
9. How We Handle Complaints
When we receive a complaint, we will:
Step 1 — Acknowledge the complaint
We will review the information provided and, where appropriate, acknowledge receipt of the complaint.
Step 2 — Investigate
We may review:
- order records;
- delivery information;
- communications;
- photographs;
- product information;
- payment records;
- and information provided by relevant service providers.
We may contact you if additional information is required.
Step 3 — Assess the complaint
We will consider the complaint fairly and determine whether:
- the complaint can be resolved immediately;
- further investigation is required;
- a remedy is appropriate;
- or additional information is required from the customer.
Step 4 — Provide our response
We will explain the outcome of our investigation and, where appropriate, the action we propose to take.
Where a complaint involves statutory consumer rights, our response will take those rights into account.
10. Complaint Response Times
We aim to acknowledge complaints within 2 working days where reasonably practicable.
We aim to provide a substantive response within 10 working days.
Some complaints may require longer investigation, particularly where they involve:
- large or specialist products;
- delivery investigations;
- third-party transport providers;
- technical product assessments;
- substantial commercial orders;
- or complex legal or contractual issues.
If we need more time, we will explain the reason and provide an update.
These internal response targets do not replace or restrict any statutory deadline or remedy that may apply to your circumstances.
11. Resolution
Where we accept that an issue requires a remedy, the appropriate resolution will depend on the nature of the complaint and the customer’s legal and contractual rights.
Possible resolutions may include:
- repair;
- replacement;
- refund;
- price reduction;
- collection or return arrangements;
- correction of an order;
- replacement of missing items;
- or another appropriate solution.
We will not require a customer to accept a remedy that would unlawfully restrict their statutory rights.
12. If You Are Not Satisfied With Our Response
If you are not satisfied with our response, please let us know.
You may provide additional information or explain why you believe the complaint has not been adequately resolved.
We will review the matter again where there is a reasonable basis for doing so.
We encourage customers to attempt to resolve complaints directly with EMR before escalating the matter externally. This is also the general approach recommended by the CCPC.
13. Alternative Dispute Resolution
Alternative Dispute Resolution (ADR) provides a possible way of resolving certain consumer disputes without court proceedings.
Under the Irish ADR framework, ADR entities may assist consumers and traders in resolving disputes independently and outside the courts.
EMR Storage Solutions Limited is not currently committed to using a specific ADR entity for all consumer disputes.
Where applicable law requires us to provide information concerning an ADR entity, we will provide the relevant information and confirm whether we are prepared to use that ADR procedure.
Where we have not agreed to participate in a particular ADR procedure, this does not remove any statutory rights or remedies available to the consumer.
The CCPC confirms that ADR participation is generally voluntary unless a trader is legally required or has committed to using an ADR entity.
14. Small Claims and Other Legal Remedies
If a consumer complaint cannot be resolved directly with EMR, the consumer may have access to other legal remedies.
Depending on the nature and value of the dispute, these may include:
- the Irish Small Claims Procedure;
- proceedings before the appropriate court;
- Alternative Dispute Resolution where available;
- or other remedies provided by applicable law.
The CCPC currently states that the Irish Small Claims Procedure can generally be used for qualifying claims of €2,000 or less.
Nothing in this policy requires a consumer to give up any legal right or remedy.
15. Complaints From Business Customers
Business customers are encouraged to contact EMR directly so that commercial complaints can be resolved efficiently.
Where the customer is acting in the course of a business, the contractual terms agreed between the parties may determine the applicable complaint and dispute-resolution process.
Mandatory legal rights continue to apply where relevant.
16. Keeping Records of Complaints
We may keep records of complaints and their resolution for legitimate business, legal, regulatory, quality-control and dispute-resolution purposes.
Complaint information will be handled in accordance with our Privacy Policy and applicable data protection legislation.
We will retain complaint information only for as long as reasonably necessary, taking into account applicable legal and business requirements.
17. Confidentiality
We will handle complaints appropriately and limit access to complaint information to people who need it for legitimate business, legal or operational purposes.
We may share relevant information with third parties where necessary to investigate or resolve a complaint, for example:
- delivery providers;
- manufacturers or suppliers;
- professional advisers;
- insurers;
- legal representatives;
- or competent authorities.
Any processing of personal data will be handled in accordance with our Privacy Policy and applicable data protection law.
18. No Waiver of Statutory Rights
Nothing in this Complaints Policy:
- limits your statutory rights;
- excludes any mandatory consumer protection;
- prevents you from exercising a legal remedy;
- or requires you to follow this internal complaint procedure before exercising a statutory right where the law does not permit such a restriction.
Where this policy conflicts with a mandatory legal right, the applicable legal right will prevail.
19. Contact Details
For all complaints:
EMR Storage Solutions Limited
Company Registration Number: 418635
Unit 11 Dunboyne Business Park
Dunboyne
Co. Meath
A86 EC60
Ireland
Email: contact@emrcontainersolutions.com
Subject: Complaint – [Order Number]
