Complaints Handling Policy

Our commitment to our customers

We want to give good service and a good experience to every customer. When something goes wrong, we aim to deal with your complaint quickly and fairly, and to work with you to put it right.

How to make a complaint

If you would like to make a complaint, please email us at caseresolution@customersupport.care. So that we understand your complaint properly, please include as much relevant detail as you can, such as your order number, the product and what went wrong. Photos can help if an item is damaged. We will record your complaint and pass it to the right person to deal with it.

How we handle complaints

Once we receive your complaint, we will reply as soon as we can. You will hear from the person handling your complaint. Their reply will explain what we did to look into it and suggest a fair and reasonable way to resolve it.

Making a complaint does not affect your legal rights. If your complaint is about a faulty, damaged or incorrect item, your rights under the Consumer Rights Act 2015 apply, as explained in our refunds and returns policy.

If you are not happy with our response

If we cannot resolve your complaint, you can get free, independent advice about your consumer rights from Citizens Advice (citizensadvice.org.uk). If you live in Scotland, Advice Direct Scotland (consumeradvice.scot) offers the same kind of help.

Handling your personal data

To help us keep improving, we keep a record of every complaint and its outcome. This helps us deal properly with any problems that come up in our business. We handle your personal data in line with our Privacy Policy.