Proud to be OEKO-TEX® certified
menu
Select currency GBP

Our Complaints Procedure

Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.

We want to:
  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay; and
  • Provide you with the right outcome to your complaint
How & where to complain

If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

In writing
Write to us at Unit 33-35 Pillings Road, Oakham, Rutland, LE15 6QF and address your letter to Customer Service Team Leader.

By telephone
Call us on 01780 461217 during our office hours and ask for the Customer Services Department.

By email
using the email address [email protected]

To ensure a swift resolution to your complaint, we'd need you to include a brief description of the nature of your complaint, your name, address, order number and any relevant images where feasible.

How long will it take?
We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned.

Please see timeframes below:
  • Within 3 working days, you’ll receive an acknowledgement of your complaint via email, or phone call.
  • We aim to resolve all complaints within a 7-10 working day period
  • Where this isn’t possible, we’ll issue the complainant with a 4 week holding letter advising why we are not in a position to resolve the complaint.
  • We will always continue to try and resolve your complaint, but if we’re unable to find a solution within 8 weeks then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service.
  • All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.

Please note:
  • If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
  • If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

If we cannot resolve your complaint

If we are unable to resolve your complaint within 8 weeks, we will:
  • Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service Exchange Tower London, E14 9SR

Telephone: 0800 023 4567

Email: [email protected]

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk