Customer service is a main priority and if you have any concerns we would encourage you to contact us in order that we can sort them out promptly. We feel that many problems are often caused by misunderstandings, and can usually be sorted out quickly. In the first instance please contact our Customer Service Manager by calling 0207 613 8161 during office hours which are 9:00am to 5:30pm Monday to Friday. We usually find that most concerns are dealt with quickly and to our clients satisfaction at this stage.
In the event that your complaint has not been resolved and you continue to be dissatisfied, you should then contact us at the following email address:
Please include in the subject line the heading of 'Customer Complaint' and supply your full name and order number.
This process commences our formal complaints procedure and your complaint will be reviewed by a Director of the Company.
As we understand that it is important for our customers to know that their issue is being taken seriously we will acknowledge receipt of your complaint within one working day of receipt. We will then review the circumstances and facts surrounding the issue and aim to provide you with a full response including reasons for any conclusion reached within two working days of receipt of the original complaint. If the issue is complex and is likely to take a little longer to respond to fully we will keep you updated of the position and when you can expect a full response.
Updated February 2026