Durston Tools’ Customer Service Standard

Please find below the standards we hold ourselves to when it comes with working with you, our customers.
 
 

We are accessible

Our customers can contact us and order through the medium of their choice; from the phone, email, live chat, the dealer portal, social media and messaging platforms.
 
 

We always respond in a timely manner

During working hours (GMT 8:30 AM– 5:00 PM), you will always be able to reach a human on the phone. All emails and social media communications will be responded to with 4 working hours and we aim to respond within 30 minutes. On live chat, you will get a response within 10 minutes during business hours.
 
 

We honour our commitments

We commit to doing what we say we will do. If we promise to call you on Monday, we will call you on Monday. We are as good as our word and our customers learn to know and trust this.
 
 

We focus on relationships – not sales

We understand that to enjoy long-term success, we must cultivate long-term relationships. We never sacrifice long-term relationships to make short-term sales.
 
 

We update you proactively

We commit to proactive updates so you don’t have to chase us for information. If you need to ask us for an update, we have dropped the ball.
 
 

We admit when we get it wrong

We’re all human, and we all make mistakes. When we do make a mistake, we won’t deny it or try to cover it up. We will admit our mistake, apologise, and do what it takes to make the situation right.
 
 

We invest in customer service

We do everything we can to improve the experience of working with us. From technical systems to speed up order delivery, to staff training on customer service, we invest to ensure we excel for you.
 
 

We go beyond expectations

We constantly strive to surprise you with the quality of our customer service. Whether it is a follow-up call after your order is delivered to check everything is OK, or arranging a customised item, we aim to exceed your expectations.
 
 

We listen

If you have any feedback on how we can improve our customer service, we would love to hear from you. Email, chat or call us and let us know.