Complaint Policy

Whether shopping with us online, in-store or via the telephone, we hope you have a fantastic experience every time. If for any reason you feel the service you received hasn’t been of a high standard, please do get in touch with us so we can understand what’s happened and how we can make things better.

To raise a complaint about the service you’ve received, please get in touch using one of the following options:

Call Us

Our Customer Services team are available Monday-Friday, 9am-5pm on 0800 169 2329.

Email us

Email us at customerservice@beaverbrooks.co.uk

Write to us

Beaverbrooks Customer Services,
Adele House,
Park Rd,
St Annes,
FY8 1RE

Visit Us In-Store

Or talk to us in person by visiting one of our stores nationwide.

FIND A STORE

You’ll need to have the following information handy:

  • Your full name, address and where applicable order number/transaction ID
  • Details of your complaint
  • Copies of any emails or other documents relating to your complaint
  • What your ideal resolution would be

What happens next

We aim to respond to all complaints within 2 working days (Monday to Friday, excluding bank holidays) to acknowledge we’ve received it.

Within 7 working days of receipt of your complaint, we’ll provide a full response to explain how we’ve resolved it. In some circumstances, we will be unable to resolve your complaint and may either request additional information to help with our investigation, or may advise that we require longer in order to reach a satisfactory resolution.

If your complaint relates to a finance agreement, we may need to refer you to the finance partner in question. If this is the case, we’ll explain this in our response.

Please be assured that we will do all we can to resolve your complaint as quickly as possible and provide a solution you’re happy with.

The Financial Ombudsman Service

If you are not happy with our final response you have the right to escalate the complaint to the Financial Ombudsman Service, their contact details can be found below. You can do this up to 6 months after receiving our final response.

Please note, the Financial Ombudsman Service will only consider your complaint once you have received a final response from ourselves. They are also only able to deal with complaints which relate to purchases in the last 6 years, or within 3 years from when you realised you had cause for complaint (if that is later).

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet. Alternatively, you can obtain a copy from:

  • Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Online: www.financial-ombudsman.org.uk
  • By freephone: 0800 023 567 *
  • Or Standard Telephone: 0300 123 1 123 *
  • Outside of the UK: +44 20 7964 0500

* calls are charged at the same rates as 01/02 number on mobile tariffs.

Updates to this policy

We may change this policy from time to time due to changes in regulatory framework or a change in contact information. Any changes to this policy will be made available here.