Complaints Procedure

1. How to complain

You can complain in any of the following ways. Please include your name, a daytime phone number, your order or quote reference (if known), and a clear description of what's gone wrong.

2. What happens next

1. Acknowledgement within 5 working days. We'll confirm we've received your complaint and tell you who's looking into it.
2. Investigation. We review the records, speak to the people involved, and gather any evidence we need.
3. Full response within 30 calendar days. We'll explain what we've found, what we'll do to put it right, and what we'll change so it doesn't happen again. If a complaint is unusually complex we'll tell you in advance and agree a longer timeline with you.
4. Escalation. If you're not satisfied with our response, you can ask for it to be reviewed by a director who wasn't involved in the original investigation.

3. Going to a regulator

If you remain unhappy after our internal review, you have the right to take your complaint outside the company:

• Data protection complaints — the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint · 0303 123 1113.
• Product or contract disputes — small-claims court (England & Wales) or, by agreement, an independent mediator.
• Accessibility — Equality Advisory and Support Service: equalityadvisoryservice.com.

4. Records we keep

We log every complaint, the outcome, and any actions taken. Records are kept for 6 years and reviewed annually so we can spot patterns and improve. They are not used for marketing and are accessible only to staff who need them.

5. Vexatious or anonymous complaints

We try to investigate every complaint, including anonymous ones, but a lack of contact details may limit what we can do. We reserve the right to decline to engage with abusive or vexatious correspondence.