Customer Services Charter

At Kent Sign Company, we deliver a professional standard of service backed by a clear professional declaration. We are committed to a “bold vision” that puts our customers at the heart of everything we do, from the first design sketch to the final installation.

Our Commitment to Excellence

We focus on continuous improvement to ensure our knowledge and experience are put to the best possible use for your business. We start by listening to find out what is important to you, using your feedback to shape services that meet your specific expectations.

We promise to:

  • Treat you with dignity and respect at all times.

  • Respond to your enquiries promptly and efficiently.

  • Communicate clearly using plain English, avoiding unnecessary industry jargon.

  • Be polite, helpful, and professional throughout your project journey.

  • Apologise if we get things wrong and tell you exactly how we will put them right.

Communication Standards

When you contact us via our website, email, or letter:

  • We will respond as soon as possible.

  • If a full reply requires more than 10 working days, we will keep you updated on our progress.

  • We will provide direct contact details for the specialist dealing with your enquiry.

Service & Delivery

  • Project Delivery: We target a minimum 98% Complete On-Time Delivery (COTD) rate.

  • Site Visits: We will arrange a mutually convenient time, arrive on time, and always show professional identification.

  • Returns: We process returns within 28 days of a request, subject to inspection and potential re-stocking charges.

Confidentiality & Data Protection

To protect your privacy, we handle all information sensitively and manage your data in accordance with the Data Protection Act. We only ask for relevant information and ensure it is never discussed with unauthorised persons.

Feedback & Further Action

We actively seek your ideas to improve our service. If you have comments, suggestions, or concerns, please contact us:

If you are dissatisfied with our day-to-day service, please discuss it with your project lead immediately. If your concern remains unresolved, contact our head office, and we will respond within 10 working days.

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