Step 1: Submit Your Complaint

All complaints must be submitted in writing via email to:

Step 2: Information Required

Your complaint should include the following information:

• •Your full name and contact details
• •Your order number (if applicable)
• •A clear description of the issue or concern
• •Any relevant dates, documents, or evidence
• •What resolution you are seeking

Step 3: Acknowledgment

We will acknowledge receipt of your complaint within 2 business days and provide you with a complaint reference number.

Step 4: Investigation

We will investigate your complaint thoroughly, which may include reviewing records, speaking with staff, and examining any evidence provided.

Step 5: Response

We will provide you with a full written response within 10 business days of receiving your complaint. This response will include:

• •Our findings from the investigation
• •An explanation of our decision
• •Any actions we will take to resolve the issue
• •Information about escalation options if you are not satisfied

Step 6: Escalation

If you are not satisfied with our initial response, you may escalate your complaint to our Managing Director by replying to the response email and stating that you wish to escalate the matter.

The Managing Director will review your complaint and our initial response, and provide a further written response within 10 business days.

Step 7: Final Decision

The Managing Director's decision is final and concludes our internal complaints procedure.

Step 8: External Resolution

If you remain dissatisfied after exhausting our internal complaints procedure, you may seek independent advice or consider alternative dispute resolution options as appropriate under UK consumer law.