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Complaints Procedure

What to do if you have a complaint?

If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all services.

How to complain

We would like to sort out any complaint as soon as possible.

Non deliveries must be reported within 24 hours of when you expect the delivery to arrive

Many complaints can be resolved informally. In the first instance contact us either via email to orders@theyloveit.co.uk or by phone 07765 233924 and explain the problem to us so that we can discuss a resolution to the problem.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

If your complaint is regarding a product, we will require the Batch Number from the label on your order and photos of the product in the condition that it is stated to be

Write down your complaint and send it to:

The Director

They Love It Ltd
6-8 Parsons Road
Manor Trading Estate
Benfleet
Essex
SS7 4PY

Phone Number 07765 233924 or 01268 756015 (answerphone)