Customer service

At ITW Industry we aim to provide 'service excellence' for all our customers, personalized to meet the operational needs of their businesses. Our charter sets out how we propose to meet our commitment to our customers and how we fulfil our service level standards and self-regulatory obligations.


Commitment to servicing our customers
Our commitment to service means that we fulfill more than 98% of all orders in full and on time from our UK and Irish warehouse platforms. We offer as standard next day delivery for orders placed before 2pm

We carry out regular customer feedback surveys; this enables us to measure the service we provide and to see where improvements can be made. We feedback to our customers the results of the surveys. We design and manufacture our core range ourselves which allows us to ensure quality, reliability and consistency of products.

Commitment to communicating with our customers
ITW Industry's ambition is to develop strong partnerships with its customers, employing a Key Account concept to manage all aspects of modern operating practices. We contact every customer to identify their needs, ensuring they have a point of contact via our Key Account Managers. Our dedicated Customer Services teams will respond to your enquires within two hours of you contacting us by telephone, fax, email, in writing or in person. Monday to Friday 08.30 to 17.00.

Commitment to clear, accurate accountancy
We will provide you with invoices that are accurate, easy to understand and include the detail you need for your own accounting records.

Customer concerns
We endeavor to deal with your concerns or complaints promptly, fairly, completely and courteously informing you of how we propose to act, how long it should take and what the results are.