We aim to provide the highest level of service to our customers, but we recognise things can sometimes go wrong. If you're unhappy with any aspect of your experience with Andertons, we'd like the opportunity to put things right.
How do I make a complaint?
You can raise a complaint with our Customer Service team through any of the following methods:
- Email: help@andertons.co.uk
- Online: Submit an enquiry
- Phone: Contact our Customer Service team.
Please provide details of your complaint, including your order number (if applicable), so we can investigate.
What happens after I make a complaint?
We'll always try to resolve your complaint as quickly as possible. If we cannot resolve your concerns straight away, we'll refer your complaint to our Duty Manager for further investigation.
We aim to follow these response times:
- Within 3 working days: The manager handling your complaint will acknowledge it and provide an estimated response time.
- Within 1 week: We aim to provide a full response explaining our findings and any action we're taking.
- If we need more time: We'll update you on our progress and let you know when to expect a further response.
What if I'm unhappy with the outcome?
If you're dissatisfied with our response, you can request a further review by our Customer Service Manager. Our Customer Service Manager will review your concerns and respond within two weeks of receiving your request.