We hope that you're pleased with any purchase you've made or service you've received from us, and that you'll never have reason to complain - but if there's something you're not happy with, we'd like you to tell the Customer Services team about it so that we can try to put matters right.
COMPLAINT HANDLING AND DISPUTE RESOLUTION PROCESS
- Contact us straight away
- In the first instance, if you're in one of our stores, do ask to speak to a manager, or call or email Customer Services as soon as possible. Our number is 0117 4562355 and our email address is firstname.lastname@example.org
- If you're still not happy with our initial response, please contact us using one of these options. If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, the advisor will agree on a course of action with you.
- If you are not happy with how we have handled any complaint, Alternative Dispute Resolution (ADR) is a process where an independent body considers the facts of a dispute and seeks to resolve it, without You having to go to court. You can access the online Alternative Dispute Resolution platform here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=EN