Complaints Handling Procedure

At Tates of Sussex, we are committed to providing excellent customer service and ensuring a positive shopping experience. However, if something goes wrong, we want to resolve any issues quickly and fairly.

1. How to Raise a Complaint

If you have a complaint about a product, service, or your experience with us, please contact our customer support team. You can reach us in one of the following ways:

• Email: help@tatesofsussex.co.uk
• Post: Tates of Pycombe Ltd Administration Offices, Avis Road, Newhaven, East Sussex BN9 0DH

Please provide as much detail as possible, including:

• Your name and contact information
• Your order number (if applicable)
• A clear description of the issue
• Any supporting evidence (e.g., photos of faulty items, screenshots of errors)

2. Acknowledging Your Complaint

• We aim to acknowledge receipt of your complaint within 2 business days of receiving it.

3. Investigating Your Complaint

• We will thoroughly investigate your complaint and may contact you for further details or evidence.
• Investigations will typically be completed within 7 business days, but more complex cases may take longer. If this happens, we will keep you informed of the progress and provide an updated timeline.

4. Our Response

Once the investigation is complete, we will provide a detailed response, which may include:

• An explanation of what went wrong
• Steps we have taken to address the issue
• Any refund, or replacement (if applicable)

Our goal is to resolve complaints to your satisfaction. If you are unhappy with our initial response, please let us know so we can review your case further.

5. Escalation Process

If you feel your complaint has not been resolved adequately, you can escalate it by contacting our Customer Complaints Manager at help@tatesofsussex.co.uk. They will review your case and provide a final decision within 5 business days.

6. External Resolution

If you remain dissatisfied after following our complaints process, you may escalate your complaint to an external organisation:

• Citizens Advice and Trading Standards
  You can contact Citizens Advice for free consumer advice. If appropriate, they will refer your case to Trading Standards for further investigation.
  • Website: https://www.citizensadvice.org.uk/consumer
  • Phone: 0808 223 1133
• Alternative Dispute Resolution (ADR)
  If your complaint falls under the scope of an ADR service, such as RetailADR, you can escalate your complaint to their impartial service. Please check if we are a member of an ADR scheme.
  • Website: https://www.retailadr.org.uk/

7. Continuous Improvement

We value your feedback and use it to improve our products, services, and complaint-handling process.

Thank you for giving us the opportunity to resolve your issue.