Complaints Policy

This policy explains how:

1. You, the customer, can raise a complaint with us about our goods; and
2. How we will deal with your complaint.

We will always aim to provide a high-quality goods and to provide a high standard of customer care. We recognise, however, that sometimes we may not get this right and as such, it is important that you raise any issues or complaints with us.

How to make a complaint

If you would like to make a complaint, you can do so via the online contact form on our website or by contacting us via email at [email protected].

Information

We kindly ask, when making your complaint, you provide us with the following information:

1. Your Full Name
2. Your Contact Details (telephone number and email)
3. The reason you are raising a complaint
4. Any relevant dates and/or times which are relevant to your complaint
5. Your order number
6. A summary of the problem(s) you have experience and why you believe the service to be unsatisfactory.

What to expect

Any complaint received will be reviewed and handled between our working hours which are as follows:

Monday to Friday 9.00 a.m. to 5.00 p.m.

Acknowledgement

We will endeavour to acknowledge your complaint within 5 working days.

Investigation

We will conduct a thorough investigation into your complaint. During this time, we may need to contact you in order to obtain further details.

Response

We will provide a full response to your complaint via email.

Once we have acknowledged your complaint, we will provide a full response within 14 working days. However, if our investigation takes longer, we will contact you to let you know and provide a revised timeframe within which you should expect to receive a response.

We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:

1. A full refund
2. A partial refund

We will offer a solution which is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution.

If we do not agree with your complaint, we will provide you with full details to explain why this is the case. If you are unhappy with this, you may wish to progress matters externally (please see the below).

Other options

We hope we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.

Ombudsman

You can find the relevant ombudsman on the Ombudsman Association website (Ombudsman Association | Ombudsman Association).

If you are not content with our response, you can provide a letter confirming that we have reached a letter of deadlock, so that your complaint can be considered by the Ombudsman. Furthermore, if the complaint has not been resolved or you have not heard from us within 8 weeks, you will also have the right to refer the complaint to the Ombudsman.

Following any deadlock letter or after the period of time has elapsed, you will have a period of 3 months to refer the matter to the Ombudsman.

Legal claims

We would hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved via any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau Website.