Complaint handling policy

We are sorry if you have had cause to complain. This page explains our complaints procedure and your rights if you remain dissatisfied.

Our commitment to you

  • We aim to respond to all complaints in a prompt, consistent and fair manner.
  • Were possible, your complaint will be investigated by a senior member of staff who was not directly involved in the matter that is the subject of your complaint. The member of staff will either have the authority to settle your complaint or will have ready access to someone who has the authority.
  • If we are unable to resolve your complaint within four weeks of receipt, we will contact you to explain why we are not in a position to resolve your complaint and give you an indication of when we will make further contact.
  • In the unlikely event that your complaint has not been resolved within eight weeks of original receipt, we will send you a letter explaining why we have still not resolved your complaint and tell you when we will make further contact.
  • Our final response will advise of our findings and, where appropriate, what action is being taken to resolve the matter. We will address the subject matter of your complaint, and where the complaint is upheld, we will offer a resolution that is consistent with treating all of our customers fairly.
  • If you telephone us during our investigation and the member of staff handling your complaint is not available, then another member of our team will be able to help you.

Your rights

  • If you are dissatisfied with our final response, you can either ask us to reconsider or you can refer the matter to the Retail Ombudsman Service (see details below).
  • Eight weeks after us being in receipt of your complaint, you have the right to refer your complaint to the Retail Ombudsman Service, if we have replied or not.
  • If you decide to refer your complaint to the Retail Ombudsman Service, you must do this within 6 months of the date we issue our final response to you. After this time the Ombudsman may refuse to consider the matter.

The Retail Ombudsman

The Retail Ombudsman are an independent ‘not for profit’ and impartial organisation that specialises in resolving disputes between consumers and retailers (in-store and online);

They are authorised by Government to operate as an ‘ombudsman’ as well as being authorised by Chartered Trading Standards Institute under The Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015. If you have a dispute with a retailer which has not been resolved within eight weeks, they can deal with your complaint. Their determinations are binding on retail members and their service is FREE for consumers. 

If you would like further details or would like to file a complaint, you can do so at: www.theretailombudsman.org.uk