Complaints Policy

Acknowledgment of Your Complaint

We will acknowledge your complaint within two working days and provide you with the name of the person handling your case. If your complaint is complex or will take longer than ten working days to resolve, we will provide you with an interim update regarding the investigation.

Investigating Your Complaint

We will thoroughly investigate your complaint and endeavor to resolve it as quickly as possible. Possible outcomes may depend on the issue, including refunds, credits, exchanges, or other remedial actions. The response will specify the resolution and any further steps.

Resolving Your Complaint

We aim to resolve complaints within 10 working days of receipt. If we are unable to meet this commitment, we will contact you to explain the reasons for the delay and provide a revised schedule.

Archiving

We will retain a record of your complaint and our response for internal purposes for at least six months from the date of receipt. Additionally, our management team reviews all complaints to monitor trends and significant related issues. We are committed to providing our customers with exceptional service and make every reasonable effort to promptly address and resolve their concerns satisfactorily.