Customer Service Charter
Panasonic UK Customer Service Charter
At Panasonic UK, we are committed to listening to our valued customers and ensuring that their interests are at the heart of all that we do. We pledge to provide the highest possible level of support. Our Customer Service Charter sets out this commitment, and outlines the standard of service that customers can expect in all dealings with us.
Whilst delivering on our commitments detailed in this Charter, we aim to fulfil the following promises to our customers:
• We will treat all customers on an equal and fair basis.
• We will show courtesy, respect and empathy at all times.
• We will be open, honest and transparent.
• We will follow through on our commitments and make every effort to resolve all customer queries and complaints.
• We value feedback, and will use this to continuously improve our services.
We are committed to answering queries promptly. We aim to answer 80% of incoming calls within 60 seconds, and to reply to 100% of emails within 2 days. If your query needs further investigation we will let you know how long a full response is likely to take, and will ensure we keep you updated on progress.
Product Warranty & Repair / Replacement Policy
We will provide a minimum of one year’s warranty for all Panasonic consumer products sold as new from an authorised retailer – the exact length of the warranty is dependent on the specific product type. This includes cover against any genuine manufacturing defects. In the unlikely event of a manufacturing fault within the warranty period, we will provide a full free-of-charge repair service via our network of authorised service centres. Repairs will be completed within 5 business days*. If for any reason we cannot repair your product, we will provide you with a replacement on a like-for-like basis (or equivalent). Further warranty details can be found at:
Commitment to our Customers and Complaints Procedure
Through listening to our customers and continuously improving our policies and processes, we strive to achieve best quality service and deliver an excellent customer experience. We endeavour to make our service experience as straightforward and effortless as possible, and commit to delivering effective resolutions that satisfy our customers to the best of our ability.
However, should the level of service not be as expected, Panasonic will offer a comprehensive complaints procedure to customers who are not satisfied about the service they have received. Full details of this procedure are provided here.
Product Information and Online Support
We will ensure that all published information relating to our products and services is clear and easy to understand. We will maintain a comprehensive online support page at:
How we handle communication
We believe our customers all have a right to be heard, understood and respected. At the same time our staff have the right to work and carry out their duties in a safe environment, free from any harm or abuse.
Therefore we commit to treat everyone, and expect to be treated in return, with courtesy and respect at all times. If it is found that our staff or business associates are being subjected to abusive, derogatory or threatening behaviour we will make it clear that this is not acceptable and should immediately cease. Should the behaviour continue we will take steps to prevent further instances including limiting or blocking communication, and any other action as deemed necessary to protect our teams.
*Excluding collection, packing and delivery (if applicable). Subject to parts availability.