Complaints Policy

Effective Date: 26 June 2026

At Plumb Suite Ltd, we are committed to providing high-quality products and excellent customer service. We recognise that, on occasion, things may not go as expected. If you are dissatisfied with any aspect of our products or services, we encourage you to let us know so that we can investigate and resolve the matter fairly, promptly, and professionally.

This Complaints Policy explains how to submit a complaint, how we will handle it, and the standards you can expect from us.

1. Our Commitment

We are committed to:

  • Treating all complaints seriously and respectfully.
  • Handling complaints fairly, consistently, and impartially.
  • Responding within reasonable timescales.
  • Keeping customers informed throughout the complaints process.
  • Seeking a fair and practical resolution wherever possible.
  • Using customer feedback to improve our products and services.

2. What Can You Complain About?

You may submit a complaint regarding:

  • Customer service
  • Product quality
  • Incorrect or damaged items
  • Delivery issues
  • Order processing
  • Billing or payment concerns
  • Returns and refunds
  • Website functionality
  • Communication with our team
  • Any other aspect of your experience with Plumb Suite Ltd

3. How to Make a Complaint

Please provide as much information as possible to help us investigate your complaint efficiently, including:

  • Your full name
  • Order number (if applicable)
  • Contact details
  • A clear description of the issue
  • Relevant dates
  • Photographs or supporting documents where appropriate
  • The outcome you would like us to consider

Complaints can be submitted using the contact details below.

4. Contact Details

Plumb Suite Ltd

Customer Services

Email: info@plumbsuite.co.uk (replace with your preferred email address if different)

Website: www.plumbsuite.co.uk (replace with your website address if different)

Business Hours:

Monday – Friday

9:00am – 5:00pm (excluding UK public holidays)

5. Our Complaints Process

Step 1 – Acknowledgement

We aim to acknowledge your complaint within 2 working days of receiving it.

Where additional information is required, we may contact you before beginning our investigation.

Step 2 – Investigation

We will investigate your complaint by reviewing all relevant information, including:

  • Order records
  • Delivery information
  • Product details
  • Correspondence
  • Photographs or supporting evidence
  • Information from suppliers or delivery partners where necessary

Each complaint is considered on its own merits.

Step 3 – Response

We aim to provide a full response within 10 working days.

If additional time is required due to the complexity of the complaint, we will keep you informed of our progress and provide an updated timeframe.

Step 4 – Resolution

Depending on the circumstances, we may offer an appropriate resolution, which could include:

  • An explanation of what occurred
  • A replacement product
  • A repair where appropriate
  • A refund or partial refund (where applicable)
  • A credit note
  • A goodwill gesture
  • Improvements to our internal procedures

Any resolution will be determined based on the individual circumstances and your statutory rights.

6. Product Complaints

If your complaint relates to a product, we may ask you to provide:

  • Photographs of the product
  • Photographs of the packaging
  • Batch or serial numbers (where applicable)
  • Details of installation or use
  • Proof of purchase

In some cases, products may need to be returned for inspection before a final decision can be made.

7. Delivery Complaints

For delivery-related complaints, please contact us as soon as reasonably possible after receiving your order.

Where appropriate, we may investigate with our delivery partner to establish the cause of the issue.

8. Complaints About Staff

Complaints regarding members of our team will be treated confidentially and investigated in accordance with our internal procedures.

We are committed to ensuring all customers are treated fairly, courteously, and professionally.

9. Customer Conduct

We understand that complaints can be frustrating, and we will always aim to remain courteous and professional.

In return, we ask customers to communicate respectfully.

We reserve the right to end communications where customers engage in:

  • Abusive language
  • Harassment
  • Threatening behaviour
  • Discrimination
  • Fraudulent activity
  • Repeated unreasonable demands

This does not affect your legal rights or our obligation to deal fairly with legitimate complaints.

10. Keeping You Informed

Throughout the complaints process, we will:

  • Confirm receipt of your complaint.
  • Advise if additional information is required.
  • Provide updates if our investigation takes longer than expected.
  • Notify you of the outcome and any proposed resolution.

11. Your Consumer Rights

Nothing in this Complaints Policy limits or excludes your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 and other relevant UK legislation.

12. Continuous Improvement

Every complaint is reviewed as an opportunity to improve our:

  • Customer service
  • Products
  • Website
  • Internal procedures
  • Delivery processes
  • Supplier relationships

Customer feedback plays an important role in helping us improve the experience we provide.

13. Changes to This Policy

Plumb Suite Ltd reserves the right to update this Complaints Policy at any time.

Any changes will be published on our website with the revised effective date.

14. Contact Us

If you have any questions about this Complaints Policy or wish to submit a complaint, please contact:

Plumb Suite Ltd

Customer Services

Email: info@plumbsuite.co.uk (replace with your preferred email address if different)

Website: www.plumbsuite.co.uk (replace with your website address if different)

Business Hours:

Monday – Friday

9:00am – 5:00pm (excluding UK public holidays)