Complaints Procedure

Making a complaint

If for any reason you would like to make a complaint, please contact us either by email at or by telephone on 01772 846685.

Please give as much detail as possible about the nature of your complaint and any contact information including your name, e-mail address, telephone number or any other preferred method of contact. This will allow us to deal with your complaint with maximum efficiency.

How we will handle your complaint

Once we have established the nature of your complaint, we will investigate it fully while communicating with any related parties to determine the series of event that led to your complaint.

This may including contacting your further for additional details in regards to your complaint.

Resolving your complaint

Once we have established a clear picture of the events surrounding your complaint, we will make a decision on whether or not your complaint is justified or not.

Once this has been decided, we will contact you via your preferred method of contact to inform you of the outcome of our investigation into your complaint.

If we deem that your complaint is justified, we will take the necessary steps to correct the issue. This may include refunds, removing offensive content that has been posted by a website user and deleting your personal data from our records.

If you are unhappy with the outcome of our investigation, you have the right to appeal. You will have 14 days from the receipt of your outcome to appeal the decision.

If we do not hear from you within 14 days of informing you about our decision, we will consider the matter closed.