Complaints Procedure

Submitting a formal complaint
If you’ve come to us with a question or a problem and we haven’t given you a response you’re happy with, you can submit a formal complaint. Click here to read our complaints procedure

If this is a new complaint:
and we haven’t previously investigated your issue then you must contact us via email or telephone so that we can look into this for you. Our contact details can be found on the website.

A formal complaint can only be submitted if you’re not happy with the response you had to your initial complaint. 

If you’ve contacted us before:
and you’re not happy with how we dealt with your previous complaint, please tell us in writing.

Who to contact
Please send us your complaint by letter to:

Customer Services Department
Vesey UK Limited
Hastingwood Business Park
Wood Lane
Birmingham
B24 9QR

What to include:
Get a quick response to your complaint by including as much information as you can.
In particular, including your order number will help us find all the details about your previous complaint to speed up the process.

It’s also a good idea to include the following:
  Your full name
  Your full address
  Your daytime telephone number
  Details of your complaint, including the name of the person you spoke to first
  Copies of any letters relating to your complaint

What happens next?
Once we receive your letter, we’ll contact you to let you know and we’ll aim to send you a full response within 10 days if necessary.

If a complaint is complicated, we may need to take some time to investigate so we’ll write to you or phone you to let you know if there are any delays.

If your complaint is upheld, we’ll offer an explanation and an apology. If it is appropriate, then we will take any actions needed to solve the problem fully.