Complaint Policy

When shopping with us online, in-store or via the telephone, we hope you have a fantastic experience every time. If you feel the service you received hasn’t been of a high standard, please get in touch with us so we can understand what’s happened and how we can make things better.

To raise a complaint about the service you’ve received, please get in touch using one of the following options:

You’ll need to have the following information handy:

• Your full name, address and where applicable order number/transaction ID
• Details of your complaint
• Copies of any emails or other documents relating to your complaint
• What your ideal resolution would be

What happens next

We aim to respond to all complaints within 24 hours (Excluding bank holidays) to acknowledge we’ve received it.

Within 7 days of receipt of your complaint, we’ll provide a full response to explain how we’ve resolved it.

In some circumstances, we will need longer to resolve your complaint and may request additional information from you or a 3rd party to help with our investigation so that we can reach a satisfactory resolution.

Please be assured that we will do all we can to resolve your complaint as quickly as possible and provide a solution you’re happy with.

If your complaint relates to a finance agreement, we may need to refer you to the finance partner in question or the financial ombudsman.

Updates to this policy

We may change this policy from time to time due to changes in regulatory framework or a change in contact information. Any changes to this policy will be made available here.