This Policy

This policy explains how:

  • you, the customers, can raise a complaint about our goods and services; and
  • how we will deal with the complaints.

We will always aim to provide high quality goods and services and to provide a high standard of customer care.  We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.

How to Make a Complaint

If you would like to make a complaint, you can do so via email to:




Please include the following information in your complaint:

  • Your full name
  • Your contact details (telephone and email)
  • The fact that you are raising a complaint.
  • Any relevant dates and times which are relevant to your complaint.
  • The type of goods or services we have provided to you.
  • Any order or reference numbers we have provided to you.
  • A key summary of the problem or problems you have experienced and why the goods or services were not satisfactory.

What to Expect

Complaints will be processed and looked at during our business hours which are:

Monday  - Friday  8am – 4pm

Complaints will be dealt with by our complaints manager LEIGH SMITH


We will acknowledge your complaint within 10 business days of our receipt of it.


Our complaints manager will then conduct a thorough investigation into your complaint.  Our complaints manager may need to contact you to obtain further details during the investigation.


A response to your complaint will ordinarily be provided to you via email.

Our complaints manager will ordinarily provide the full response within 28 business days of our receipt of your complaint.  Sometimes the investigation may take longer.  If this is the case our complaints manager will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response.  You will receive regular updates thereafter.

Our complaints manager may agree with all or some of your grounds of complaint.  If this is the case, we will aim to offer a satisfactory solution to you, which may include:

  • A full refund
  • A partial refund
  • Replacement goods
  • Provision of the services again

We will offer the solution which our complaints manager judges are most appropriate in the circumstances.  The above examples are the usual solutions we may offer, although there may be occasions, we offer a different solution where this is appropriate.

If our complaints manager does not agree with your grounds of complaint, you will be provide with full details to explain why this is the case.

We would always hope that disputes can be resolved at the lowest possible level.  However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Please contact us if you wish to invite us to engage in any method of Alternative Dispute Resolution.

Information about your legal rights as a consumer can be found o the Citizens Advice Bureau website.