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At The West Group we pride ourselves on creating an excellent customer service
Our Customer Service Department offers account management, customer support, and contact management to all of our customers in the UK and globally. Our experienced staff are always available to help you at every stage of your enquiry.
To speak to a member of our Customer Experience Department, please get in touch by calling +44 (0)23 9226 6031 - Option 1. To speak to a member of our Account Management Team about pricing or your account overview please select Option 2. You can also contact us by e-mail or complete the contact form below.
We work hard to keep things on track for you. Our standard service level agreements are as follows:
Enquiry Type
Response Time
Order Processing and Sample Requests
Order confirmation or first response within 24 hours
Quote Requests / Product Enquiries
Completed quote or first response within 24 hours
Notification of Order Delays
Phone call/email notification at first known opportunity
Requested Reporting
Acknowledge within 24 hours and daily update thereafter
Compliance / Documentation Request
Acknowledge within 24 hours and weekly update thereafter
Issue Reporting and Resolution
Acknowledge within 24 hours and weekly update thereafter
Request for Order Cancellation
Acknowledge within 24 hours and weekly update thereafter