At InStock, we aim to provide a high standard of customer service. However, if you are unhappy with any aspect of our products or service, we want to know so that we can investigate the matter and try to resolve it fairly and promptly.
How to make a complaint
If you wish to make a complaint, please contact us through our Contact Us page.
Please provide, where possible:
- Your name and contact details
- Your order number
- Details of the product concerned
- A clear description of your complaint
- Any relevant photographs, correspondence or other information that may help us investigate the matter
You may make a complaint in writing and we will ensure that it is passed to the appropriate person for review.
What happens next?
We will acknowledge your complaint and investigate the circumstances carefully.
We aim to respond to complaints as quickly as reasonably possible. Where a full response cannot be provided immediately, we will keep you informed of the progress of our investigation and provide an indication of when you can expect a further response.
Our response will explain the outcome of our investigation and, where appropriate, any action we propose to take to resolve the matter.
If you are unhappy with our response
If you remain dissatisfied following our response, please let us know and we will review the matter further where appropriate.
Nothing in this complaints procedure affects your statutory rights as a consumer. Your legal rights under applicable consumer protection legislation remain unaffected.
Our commitment
We take customer complaints seriously and use feedback to help us identify areas where our products, service or processes can be improved.