Complaints Policy

Before you make a complaint

Many problems can be fixed straight away. If an item is damaged, faulty or missing, or you’ve received the wrong quantity, the quickest route is to start a return or contact us. If you’re not happy with how we’ve handled something, please make a complaint using the details below.

How to make a complaint

You can complain by email, phone, post or our contact form. To help us look into it quickly, please include:

• your name and how you’d like us to contact you
• your order number, if you have one
• what went wrong, and when
• what you’d like us to do to put it right
• any photos or documents that help explain the problem

What happens next

1. We acknowledge your complaint within 3 working days and tell you who is looking into it.
2. We investigate. We review your order, delivery tracking and any photos or messages, and may contact you for more information.
3. We respond in full within 10 working days, explaining what we found and what we’ll do. If we need longer, we’ll tell you why and when you can expect an answer.
4. You can ask for a review. If you’re not happy with our response, ask for your complaint to be reviewed by a director of Brand Direct Services. We’ll send our final response within 10 working days.

If we can’t resolve your complaint

If we have completed our complaints process and haven’t been able to resolve your complaint, we’ll confirm this to you in writing. We’ll give you the name and website of an approved alternative dispute resolution (ADR) provider that could deal with it, and tell you whether we’re prepared to use that provider.

You can also get free, impartial advice from Citizens Advice. Making a complaint doesn’t affect your legal rights.

How we use your information

We use the information you give us only to investigate and respond to your complaint, and keep a record of complaints so we can improve our service. See our privacy policy for more.

Last updated 15 November 2026