Complaints
If you wish to submit a formal complaint...
We are very sorry that you feel dissatisfied with our service. We take formal complaints very seriously and use all feedback in a constructive manner to ensure we continue to grow, learn and improve.
What's the process?
To submit a formal complaint, the below steps outline how we deal with your complaint:
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Submit a formal complaint via the form below. Please add as much detail as possible e.g. the nature of your complaint, why you feel this complaint is important to you, any references or identifying details e.g. order number, transaction ID, product received, names, dates, times etc. The more detail, the better we can formulate an appropriate response.
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The form is received by our Customer Care Manager.
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The Customer Care Manager will need time to investigate your complaint and gather the relevant information. Please allow up to 14 days for this.
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Once the investigation is complete, the Customer Care Manager will liaise directly with the complainant to offer their findings, including any form of resolution or learning that can be identified.
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If you are dissatisfied with the outcome, your complaint can be escalated to our Operations Manager. Please communicate this directly with the Customer Care Manager that you wish to escalate the complaint.
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The Operations Manager will need time to investigate your escalated complaint and gather the relevant information. Please allow up to 7 days for this.
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Once the investigation is complete, the Operations Manager will liaise directly with the complainant to offer their findings, including any form of resolution or further learning that can be identified.
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If you are still dissatisfied with the outcome, you are welcome to seek external advice or support via the relevant bodies/ombudsman.