Customer Service

Our commitment to you

We will set high standards of customer care and tell you how we are performing against them. Our aim will always be to deliver these services as efficiently and effectively as possible. Whenever you contact us we want to make sure you receive the highest level of service.

Door-Stop International is committed to delivering excellent customer service, solving problems efficiently and promptly. Our Customer Service Charter sets out the standards of service you can expect as a Door-Stop customer. 

We promise to...

• Answer your query or find the information you have requested as quickly and efficiently as possible.
• Communicate clearly and without jargon.
• Be polite, courteous and clear about what can and cannot be done.
• Apologise when we get things wrong and tell you when we will put them right.
• Involve you when planning the delivery of our services and inform you of any changes we have made.
• Ensure you are satisfied with the service provided.

In return we ask that you...

• Treat our staff with respect and be courteous
• Provide the information we need to deliver services
• Ask us to explain anything you are not sure about

A copy of our Customer Service Charter is available to download.

Customer Service Centre

Our customer service centre makes solving after-sales issues quickly and really easy. It allows you to raise a ‘help request’ for customer support next to an existing order and keep track of the progress.

You can access it through the 'Customer Service Centre’ button on your Door-Vault dashboard, available to you at any time on any day, either to raise a new issue or check on any previous help you've asked for. You can see the entire chain of conversation, events, and files uploaded as they happen, and it's kept indefinitely - no more digging through inboxes and sent items - it's all neatly filed away in your Customer Service Centre.

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