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Complaints Policy

The experience we give to our customers is very important to us. We want our customers to feel valued and listened to. For this reason, we have put in place a robust complaints handling policy as follows:

  1. All concerns should first be raised with your Customer Service Agent. They will do their best to solve any issues for you. Having said that, we appreciate that sometimes you would rather speak to someone else, in which case you can speak to our Customer Support Team instead. You can reach them from 8:30 am to 5:30 pm on 020 7871 9990 Monday to Friday (calls are recorded). All of our staff receive training on the handling of complaints, and we find that most customer issues are dealt with fairly and efficiently at this stage.
  2. If your complaint has not been resolved, you should then contact us at the following email address: [email protected]. This will initiate the formal complaints process and your complaint will be received and examined our Service Improvement Manager.
  3. We know how important it is for our customers to know that their complaints are taken seriously. The Service Improvement Manager will respond to you within 2 working hours of receiving your email, acknowledging receipt of your email, so that you know we are working on it.
  4. We will then investigate the facts and circumstances surrounding your complaint. We conduct a fair and transparent investigation so that our customers can understand why we have reached our decision.
  5. We will usually reply fully to the complaint within 1 working day, except in very detailed or complicated cases, where it may take us longer as the investigation will need to be more involved.
  6. If the investigation does take longer, we will notify you and give you an estimated timeframe for our full reply.
  7. If we are unable to complete our investigation because we need additional information from you, we will let you know what we require as soon as we are able. To avoid repeated requests for information, you should include your full name, order number and all information you have about your complaint in your email to us.