The Mining Shop UK Complaints Procedure

Email [email protected] with Complaint in the subject line, or call 01429 408034 and ask for the matter to be logged. Include:

• Your name, company, order or invoice number and preferred contact method.
• What happened, relevant dates and supporting evidence.
• The outcome you are seeking.
• Whether the complaint concerns personal data, accessibility or a reasonable communication adjustment.

Payment, warranty and delivery complaints may also use the procedures in our Payments Policy, Warranty Policy and Delivery and Shipping Policy. Data-protection complaints can be made through this route or the contact details in our Privacy Policy.

• Acknowledgement. We aim to acknowledge ordinary complaints within 2 business days. A data-protection complaint will be acknowledged within 30 days at the latest.
• Investigation. We review relevant records and evidence, ask proportionate questions and keep the complainant informed.
• Response. We aim to provide a substantive response to ordinary complaints within 10 business days. Data-protection complaints are investigated appropriately and an outcome is provided without undue delay. If more time is needed, we explain why and give progress updates.
• Records and accessibility. We keep an appropriate complaint record and can provide information in an accessible format or communicate through an authorised representative where reasonably required.

If you are dissatisfied, reply and request management review. A manager with authority to change the outcome will review the case and provide a final written response. Unresolved business disputes remain subject to the Terms and Conditions.

For a personal-data complaint, you may ask the Information Commissioner's Office to consider the matter. See the ICO's complaints guidance (opens in a new tab). The ICO route applies to data protection, not ordinary commercial disputes.

Consumer complaints and ADR

If a Consumer complaint remains unresolved, our final response will state whether we are obliged or willing to use a named alternative dispute resolution (ADR) provider and will give the provider's website and participation position where required. We are not currently claiming membership of an ADR scheme and will not imply that a provider must accept the dispute unless verified.

Consumers may seek independent help from Citizens Advice consumer service and may use the courts. Data-protection complaints may be raised with the ICO after giving us the opportunity to respond. The former EU Online Dispute Resolution platform must not be presented as an available UK route.

Will complaining affect how you treat my orders?

No. Complaints are how we find and fix weak points, and hosted or repeat customers complain to the same address as everyone else.

What if my complaint is about a marketplace order?

Orders placed on eBay or Amazon are governed by those marketplaces and their resolution processes, so open the case there first. You are still welcome to tell us directly, and we will do what we can within the marketplace's rules.

Can I complain by phone only?

You can start by phone, and we will log it. For anything involving money or evidence we will ask you to confirm the details by email so there is a written record protecting both sides.