1. Purpose

The purpose of this procedure is to provide a clear, fair, and transparent process for handling complaints from customers regarding the products and services provided by Lily Lace Floral Ltd. We are committed to resolving complaints in a timely, professional, and fair manner, ensuring customer satisfaction and compliance with UK consumer protection laws.

2. How to Make a Complaint

Customers wishing to make a complaint can use any of the following methods:

Email: Send an email to [email protected] with a detailed description of the complaint.
Telephone: Call 01837 756980 to speak directly with a member of our customer service team. If we are unavailable, please leave a voicemail with your contact details, and we will call you back as soon as possible.
Website: Visit our website www.llfloral.co.uk and fill out the contact form, selecting the “Complaint” option.
In-Person: If visiting our shop, you can make a complaint directly to a staff member. If no staff member is available, please leave your details, and we will contact you.

3. Information Required

To assist us in resolving your complaint as quickly and efficiently as possible, please provide the following information:

Your full name and contact details (email address and/or phone number).
The order number or invoice number (if applicable).
The date of purchase or delivery.
A clear description of the issue or complaint, including any photos if relevant.
Your preferred resolution or outcome (e.g., replacement, refund, store credit, etc.).

4. Acknowledgment of Complaint

Upon receiving your complaint, we will acknowledge receipt within 2 business days. This acknowledgment will confirm that we have received your complaint and provide an estimated timeline for resolution.

5. Investigation of Complaint

We will thoroughly investigate the issue, which may involve reviewing product details, order records, and communication with our staff or suppliers as necessary. The investigation process is typically completed within 7-10 business days. If more time is needed, we will update you on the progress and give a new estimated resolution date.

6. Resolution of Complaint

Once we have completed our investigation, we will provide you with a response. The possible outcomes may include:

Replacement: If the product is defective, damaged, or incorrect, we may offer a replacement.
Refund: If the product cannot be replaced or if you are dissatisfied, we may offer a full or partial refund.
Discount or Store Credit: We may offer a discount on future purchases or store credit as a gesture of goodwill.
Apology: If the complaint was due to an error on our part, we will issue a sincere apology and outline the steps we are taking to prevent it from happening again.

7. Escalation Process

If you are not satisfied with the proposed resolution, you may escalate the complaint to a senior member of our management team. We will review the complaint again and provide a final response within 5 business days. If you still feel the issue has not been resolved to your satisfaction, we will direct you to external bodies that can assist with the resolution, such as Citizens Advice or the Consumer Ombudsman.

8. Preventative Measures

To minimize future complaints, we will:

Regularly review customer feedback and complaints to identify common issues.
Implement improvements to our products, services, and processes as necessary.
Train our staff regularly to ensure high standards of customer service and satisfaction.

9. Contact Information

To submit a complaint or to ask any questions about this procedure, please use the following contact details:

Email: [email protected]
Phone: 01837 756980 / 07796 262801
Website: www.llfloral.co.uk

10. Consumer Rights

In accordance with UK consumer protection laws, customers have the right to a 14-day cooling-off period for online purchases, during which they can request a refund or exchange for products purchased through our website. If the complaint is related to a product purchased within this period, we will handle it in accordance with UK consumer law, ensuring your rights are respected.