We are committed to providing a high standard of service to all our customers. However, if something goes wrong, we want to hear about it so we can put things right and improve our services.
We want to make it as easy as possible for you to find the help you need. Our Help and Support page includes lots of useful information, guidance, and answers to common questions. You may find the solution you’re looking for there.
If you’ve checked our Help and Support page and still feel unhappy or need further assistance, please get in touch with our support team. You can email us at [email protected] and we’ll do our best to help.
How to Make a Complaint
If you are unhappy with any aspect of our service, please contact us using one of the following methods:
- Email: [email protected]
- Phone: 0333 344 4462
- Post: Complaints Team, Meadowhall Business Park, Carbrookhall Road, Sheffield, S9 2EQ
Please include as much detail as possible, such as:
- Your name and contact details
- Order number or reference (if applicable)
- A description of the issue
- Any supporting documents or screenshots
What Happens Next
- Acknowledgement
We will acknowledge receipt of your complaint within 2 business days. - Investigation
Your complaint will be reviewed by the appropriate member of our team. We may contact you if we need additional information. - Response
We aim to provide a full response within 28 days. If the matter is complex and requires more time, we will keep you informed of the progress.
Resolution
Where a complaint is upheld, we will take appropriate action to resolve the issue. This may include:
- Providing an explanation
- Offering a correction or replacement
- Issuing a refund where appropriate
- Taking steps to prevent the issue from happening again
Escalating a Complaint
If you are not satisfied with our response, you may request that your complaint is reviewed by a senior member of our team who has not previously been involved in the investigation. Please reply to our response email or contact us again, quoting your complaint reference number and explaining why you remain dissatisfied.Following the review, we will provide you with a final response setting out our findings and any further actions we will take. If we are unable to resolve your concerns, we will advise you of any other options available to you, where applicable.
If You Are Not Happy With The Response
We aim to resolve concerns as openly and fairly as possible. If you are not satisfied with the outcome:
- You have the right to escalate your complaint to the Parliamentary and Health Service Ombudsman
We will provide you with information on how to do this if required.
Learning from Complaints
We view complaints as an important source of feedback and an opportunity to improve our services. All complaints are recorded, monitored and reviewed to identify trends, recurring issues and areas where we can improve the customer experience.
The lessons we learn from complaints help us to:
- Review and improve our processes and procedures
- Improve staff training and guidance
- Enhance our products and services
- Reduce the likelihood of similar issues occurring in the future
We are committed to using feedback constructively and continuously improving the quality of the services we provide.
Positive Feedback and Compliments
We also welcome compliments and positive feedback. These are shared with staff and partners to recognise good practice and improve morale across the service.
Accessibility and Support
We are committed to making it easy for everyone to raise feedback or concerns. Support and alternative formats are available for people with additional needs, including language or accessibility requirements.