We endeavour to ensure that our customers receive an excellent service; however should you not be satisfied with your experience or the service received from Panasonic we’d like to work with you to resolve this and make things better.
Our Dedicated Customer Services team are here to provide you with any help relating to your product, and support with our repairs services. Should you experience a problem with your product or our service, please contact our Customer Support Team who will assist in resolving this for you.
Your dedicated representative will investigate the issue and provide you with a Case ID for reference.
We aim to ensure that you receive an excellent service when you contact us with your enquiry. Should the service you have received at the Customer Support stage not be as you expected, or your enquiry has not been resolved satisfactorily, please contact us to let us know why:
Phone: 0344 844 3899 or Email: Customer.Complaints@eu.panasonic.com
Please provide us with your Case ID and our team will investigate the matter, with an aim to provide a resolution within 2 working days if further information is not required).
Some cases may need further investigation or take more time to resolve (including those of a Health & Safety or Legal Nature). We endeavour to provide a full resolution, however should you find that your complaint at Stage 2 has not been handled satisfactorily or a resolution cannot be agreed, your case can be reviewed upon your request in writing:
Email: Customer.Complaints@eu.panasonic.com or Post: Customer Escalations, Panasonic UK, Maxis 2, Western Road, Bracknell, Berkshire, RG12 1RT
It is not guaranteed that the resolution offered will differ; however we will work with you to put right the reason for your complaint. A member of our team will contact you within 3 working days (if further information is not required) with a final response.
We aim to resolve all complaints to your satisfaction, however we understand that on some occasions this is not always possible. Therefore, we offer our customers the option to refer their complaint on to an external body for independent review.
Should you wish to use this service, we shall issue a deadlock letter at Stage 3 detailing our final response along with any offers of actions and/or compensation (where applicable). This can be referred to the Ombudsman via the following:
Phone: 0333 241 3209 or Online: https://www.disputeresolutionombudsman.org/
Post: Premier House, First Floor, 1-5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD
Please note: Referral to an external body is not limited to that only of the Ombudsman service, our customers can opt to use any independent body or referral route of their own choice
What we ask from you
We understand our customers frustrations on occasions where Panasonic have committed to deliver a service and it has not been satisfactory, or as expected. This includes occasions whereby we are investigating a matter and a response may take longer than originally advised.
We ask however, that our customer service teams and network of representatives are spoken to and treated respectfully at all times by our customers. This is to enable Panasonic to thoroughly investigate and provide effective assistance in resolving these challenges for our customers.
All complaints are dealt with in a fair and reasonable manner, in accordance with our policy and procedures. Thus, allowing us to work with our customers more successfully in reaching a resolution.
On occasion, there may be instances where we find that some customer feedback does not fall within the scope of this complaints procedure. However, we shall review these cases in order to ensure that our policies and procedures are clear, and any issues raised will be addressed informally with our customers.