Our complaints process...

To submit a formal complaint, the below steps outline how we deal with your complaint:

1. Submit a formal complaint via this form. Please add as much detail as possible e.g. the nature of your complaint, any references or identifying details e.g. order number, transaction ID, product received, names, dates, times etc.

2. The form is received by our Customer Care Manager.

3. The Customer Care Manager will investigate your complaint and gather any relevant information. Please allow up to 14 days for this.

4. Once the investigation is complete, the Customer Care Manager will liaise directly with the complainant to offer their findings, including any form of resolution or any learning that can be identified.

5. If you are dissatisfied with the outcome, your complaint can be escalated to our Operations Manager. Please communicate this directly with the Customer Care Manager that you wish to escalate the complaint.

6. The Operations Manager will need time to investigate your complaint and gather the relevant information. Please allow up to 7 days for this.

7. Once the investigation is complete, the Operations Manager will liaise directly with the complainant to offer their findings, including any form of resolution or further learning that can be identified.

8. If you are still dissatisfied with the outcome, you are welcome to seek external advice or support via the relevant bodies/ombudsman.