Complaints Procedure

Email [email protected] with the word Complaint in the subject line, or call 01429 408034 and ask for your complaint to be logged. Please include:

• Your order or invoice number and company name.
• What happened, with dates and any supporting evidence such as photos, emails or tracking references.
• The outcome you are looking for.

Complaints about a specific area are handled under the matching policy: payment disputes should be raised within 7 days of the transaction under the Payments Policy, warranty issues follow the Warranty Policy claim process, and delivery damage follows the reporting windows in the Delivery and Shipping Policy.

• Acknowledgement within 2 business days. You receive confirmation that the complaint is logged and who is handling it.
• Assessment. We review the order records, testing and QC evidence, correspondence and anything you have supplied. We may come back to you with questions.
• Substantive response within 10 business days. A clear answer with what we found and what we propose. If a complex case needs longer, we tell you why and keep you updated until it is resolved.

If you are not satisfied with the response, reply and ask for escalation to management. Your case is reviewed afresh by a manager with authority to change the outcome, and you receive a final written response. As a business to business supplier, disputes that cannot be resolved between us are subject to the governing law and jurisdiction clauses of our Terms and Conditions: the laws of England and Wales, with the courts of England and the venue of Hartlepool.

Complaints about how we have handled personal data can be raised with us first, and with the Information Commissioner's Office at ico.org.uk, as described in our Privacy Policy.

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.