Welcome to the B & V Own Label Products Customer Charter.
This Charter aims to provide you with details of our commitments to you and how we intend to fulfil them.
You are encouraged to keep a copy of this Charter and measure our performance against it – we want to provide you with the best products and customer support possible and know that your feedback will be instrumental in achieving this.
The commitments we are making to you throughout every aspect of your service are as detailed on the following pages.
You will always receive the highest quality, most effective chemicals. We will always strive to keep your prices as low as possible – our Purchasing Department work hard to keep raw material costs down so that you can pass those savings on to your customers. We promise to always be innovative, using our research and development team to find and generate the best products available for you and your customers, ensuring you remain efficient, environmentally friendly and innovative in their eyes.
We believe that good quality technical support is as vital as good quality products. In this area too you will always receive the best, as we are dedicated to providing you with unrivalled technical support. You are encouraged to come to us with any query you may have and we promise to ensure this technical expertise is always available and improving to help you win and keep contracts.
Your privacy is vital to us and we consider it one of the most important parts of our service to you. We completely guarantee your confidentiality. We are a chemical supplier within our Own Label division, not a water treatment provider, and would never knowingly compete against our customers for water treatment business.
Whether you are asking for advice or inviting us to quote we promise to maintain our reputation for impeccable quality. You will always be offered the solution that suits your company or customer sites – you will never be persuaded to buy something that either of you don’t want or need when dealing with B & V Own Label Products. We encourage everyone to get in touch even if you are not a current or even a potential customer – our strong technical team is happy to provide free, impartial and no obligation advice to anyone who needs it.
Choosing a water treatment chemical supplier is no easy task and we know that you need good quality chemicals and technical support whilst ensuring value for money. Which is why, before anything, we would like to thank you for choosing us. This is the start of a long and happy partnership. We also appreciate how difficult the move from one supplier to another can be, which is why we promise to do everything we can to make that process easier for you.
We are dedicated to helping you in every way possible. You are encouraged to utilise our technical expertise and one of the ways in which you can do this is by asking us to manufacture products specifically for you. For example, should you come to us with a formulation we will make the product and it will be yours. The product would never be sold to another company. Similarly, if you come to us with an idea, or requirements for a certain product that is not on our extensive range, we will work on adding it.
If Things Go Wrong
Although we do everything within our power to get things right every time, we appreciate that occasionally this might not happen. No problem is too small – please let us know if you are unhappy in any way with the service you have received. We assure you that the problem will be rectified as soon as possible. You will also be provided with evidence that the problem was resolved and the steps implemented to safeguard against a reoccurrence. We are setting ourselves a continuous target - that every complaint, problem or issue will end with an ultimately satisfied customer.
Our responsibility to the environment is taken seriously - the products we offer can directly reduce yours and your customer’s environmental impact as well as our own. We will continually add products to our range that will find new ways of helping your customer’s sites to become more environmentally friendly.
Value for Money
You will receive value for money in everything we do for you. Every aspect of our work is carried out with the upmost care and attention and we pride ourselves on the quality of our products. Your investment will go towards ensuring your customer’s site is safe, efficient and well looked-after.
We are always ready to visit you on site and, although we appreciate how busy you are, we also know that sometimes it’s great to be able to talk to someone face-to-face. If you do decide to contact us by phone or email, however, we will respond to your query as quickly as possible.
We aim to provide more technical support on our website, with more ways of getting in touch if you have a technical question that you need answering. All of our customers are encouraged to access the Own Label secure access area of the website, where you can keep up-to-date with new products and news from B & V Own Label Products, as well as a technical FAQ.
We promise to publish the results of quarterly customer feedback reports on our website so you can see how we are doing. If you sign up to the mailing list on our website you will receive an email notification and link whenever these are published.
Thank you for reading through the customer charter. If you have any questions or queries regarding this document please contact ususing the contact form on the side of the page and we will get back to you within two working days.