Complaints Procedure

At Willow & Hall, we are dedicated to providing exceptional service and high-quality products to all of our customers. However, we understand that there may be occasions when things don't go as planned. If you have a complaint, we want to hear from you and will do our utmost to resolve the matter quickly and fairly.
 

How to Make a Complaint:

If you are dissatisfied with any aspect of our service or product, please follow the steps outlined below to make your complaint:

1. Contact Us: The quickest and easiest way to submit a complaint is by contacting our Customer Service Team via the contact us form on our website. Please provide as much detail as possible, including your order number, the nature of your complaint, and any relevant supporting information.
Alternatively, you can speak to our customer service experts on the phone on 020 8939 3800, Monday to Friday between 9am and 5pm. If we're unable to take your call immediately, please leave a voicemail, and we will respond as soon as possible.

2. Acknowledge and Investigate: Once we receive your complaint, we will acknowledge it within 2 working days. We will then carry out a thorough investigation to understand the issue fully. In some cases, we may need to contact you for further information to assist us in resolving the matter.

3. Resolution: We aim to resolve all complaints as quickly and efficiently as possible. Depending on the nature of your complaint, we will either offer a resolution, provide an explanation, or inform you of any next steps. Our goal is to ensure that you are satisfied with the outcome.

4. Escalation: If you feel that your complaint has not been resolved to your satisfaction, you can request that it be escalated to a senior member of our team. We will review the situation thoroughly and respond within 7 working days.

5. Further Action: If you are still unsatisfied with the resolution provided, you have the option of contacting an independent dispute resolution service. We will provide you with all the necessary details should you wish to pursue this option.

Our Commitment to You:

We take complaints seriously, and we value your feedback. Whether positive or negative, your thoughts help us to continuously improve our service. We are committed to handling all complaints with fairness, respect, and in a timely manner.

If you have any questions regarding our complaints procedure, or if you would like to discuss any aspect of your complaint further, please don’t hesitate to get in touch.