Complaints Policy

Last updated: June 2026

Our Commitment

Bag & Bones Limited is committed to providing high levels of service and customer satisfaction. We welcome feedback and take complaints seriously.

How to Make a Complaint

Customers may contact us by:

• Email
• Telephone
• Post
• Through our website

Please provide:

• Your name and contact details;
• Details of the order or issue;
• A description of the complaint;
• Any supporting information or photographs where relevant.

Handling Complaints

We aim to:

• Acknowledge complaints promptly;
• Investigate the matter fairly and objectively;
• Keep customers informed of progress where necessary;
• Resolve complaints as efficiently as possible.

Continuous Improvement

Complaints are reviewed to help us improve our products and services and to identify opportunities for improvement.

Escalation

Where a customer is dissatisfied with the outcome of a complaint, we will seek to work with them in good faith to reach a fair and reasonable resolution.

Approved by the Directors of Bag & Bones Limited.