Many problems are caused by misunderstandings, and can be resolved informally. Please contact our Service Improvement Manager or the customer service agent who advised you by calling 020 7871 9990, and he or she may be able to sort out the problem to your satisfaction.
In the event you are dissatisfied with the service you have received and you have not been able to reach a resolution via our Customer Service Manager or support team, you can make a formal complaint by email to firstname.lastname@example.org. Please include a subject heading of 'Customer Complaint' and supply your full name and order number.
We will acknowledge receipt of your complaint within 2 hours. An investigation will be carried out into the issues raised and a full response will normally be provided within one working day. Where the issue is particularly complex, it may take a little longer to respond fully. If this is likely, we will provide information on the action which we are taking and advise when you can expect a full response.