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Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

  • Make it easy for you to tell us what went wrong

  • Give your complaint the attention it deserves

  • Resolve your complaint fairly and without delay

  • Make sure you are satisfied with how your complaint was handled


How and where to complain

If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:

  • In person: Unit 15 & 16 Vesuvius Business Park, Spinella Road, Worksop, S80 3GP

  • In writing: write to us at the address above, please address your letter to The Complaints Manager

  • By Telephone: 01909 319009 (calls may be recorded for training and compliance).

  • By email:


How long will it take?

We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

  • Why we have not resolved your complaint

  • Who is dealing with your complaint

  • When we will contact you again


We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

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