Complaints handling procedure for customers
We hope that you are pleased with any purchase you have made. Sometimes however things do not go according to plan and if you feel that we have not lived up to your expectations, or that we could improve our service in some way, please let us know.
What you can expect from us
We will make it as easy as possible for you to contact us however you’d like to do it; phone, email or even write to us it’s up to you.
Polite, professional and enthusiastic staff who will greet you in a friendly way and identify themselves by first name. We will make sure our staff are trained well enough to deal with your enquiries the first time you contact us with confidentiality and respect for your privacy.
How you can help us
Give us all the information we need to help you. Let us know if you have any special needs. Be polite to our staff and show them the same respect they will show you. By giving us feedback on how well we are doing so we can improve the way we help you. We will look to respond as soon as possible.
How to complain if something goes wrong
Step 1: Contact Us
In the first instance, ask to speak to a manager. If you call us, we’ll try to sort out your complaint while you’re on the phone. If this isn’t possible, the advisor will agree a course of action with you.
Complete our email webform if possible Contact us
Telephone us by calling 0330 027 1163 (charged at local rate)
By Post: Bradford Exchange LTD, 2nd Floor, Churchill House, 47 Regent Road, Hanley, Stoke-on-Trent, ST1 3JJ
To help us resolve your complaint quickly by email, please provide the following information:
- Your full name, address and contact details (email address and phone number).
- Your order number (if applicable)
- Your customer account number (if applicable)
- A clear and detailed description of your complaint, including relevant dates and times.
- What outcome you are seeking (e.g. refund, replacement, repair, apology).
- Any supporting documentation (e.g. photos of faulty items, screenshots of communication).
Step 2: Escalating your complaint
If you're not satisfied with our response, please ask for the issue to be considered again. You’ll have the opportunity to discuss the issue with our Customer Solutions Team – [email protected]
Escalation: If we are unable to resolve your complaint through our internal procedure, we will provide you with a "deadlock" letter via email. This letter confirms that we have been unable to reach an agreement.
If you are dissatisfied with our handling of your complaint, you can use the following link to access the Alternative Dispute Resolution for Retail platform for an independent third-party review.
In accordance with UK law, we identify the following ADR provider as a competent body to handle disputes:
The Retail ADR (provided by Consumer Dispute Resolution Ltd)
Website: www.retailadr.org.uk
Please note that Bradford Exchange is not a member of an Alternative Dispute Resolution scheme and is not under a statutory obligation to use an ADR provider. We prefer to resolve disputes directly with our customers.
The Citizens Advice Consumer Helpline offers free, confidential, impartial and independent advice at www.citizensadvice.org.uk/consumer/ and is contactable on 03454 04 05 06
You Can Also Contact the Financial Ombudsman Service
When you pay for goods costing £100+ on credit you have additional rights to make a like claim against the credit provider.
If you’ve complained to us and the complaint remains unresolved after 8 weeks or we send a “deadlock” letter, you may contact the Financial Ombudsman Service. They’re free and will take an independent and unbiased approach to your case. You may refer your complaint to the Ombudsman within six months of the date of our final response letter (after that you lose this referral right.)
You can contact the Ombudsman:
• online: www.financial-ombudsman.org.uk
• Phone: 0300 1239 123 (standard call charges apply)
• Email: [email protected]
• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR