Contact & Complaints

Customer service, order complaints, food safety and data protection

Effective date: 11 August 2026

Last updated: 13 August 2026

1. How to contact us

Barrels & Basket Limited
Company No. 17249800 | Registered in England and Wales
Registered Office: 9 Lansdowne Road, Wolverhampton, England, WV1 4AL
Email: info@barrelsandbasket.co.uk
Phone/WhatsApp: +44 7359 136074

For fastest handling, include your order number where the matter relates to a purchase.

2. What to include in an order complaint

To help us deal with an order complaint quickly, please provide your name and order number, identify the product concerned, explain what went wrong and the outcome you are seeking, and include the delivery or collection date where relevant. If you have photographs of damage, packaging or labels and they are reasonably available, please include them as they may help us investigate.

3. How we handle general complaints

We aim to acknowledge general customer complaints within 2 working days. We will investigate fairly, review the order and relevant records, and aim to provide a substantive response as soon as reasonably possible. If a matter is complex or depends on a supplier, courier or food-safety investigation, we will keep you informed rather than closing the complaint without explanation.

4. Possible outcomes

Depending on the facts and your legal rights, an outcome may include a refund, replacement, re-delivery, price adjustment, correction, explanation, apology or other appropriate remedy. Store credit will only replace a statutory refund if you freely agree to it.

5. Food-safety and allergen complaints

If you suspect contamination, unsafe temperature, damaged protective packaging or undeclared allergen exposure, stop consuming the product and contact us immediately. Keep the product, packaging, labels and order information where safe to do so. We may need to trace a batch, ingredient or supplier and may escalate a matter to the relevant authority where required.

6. Data protection complaints

If your complaint concerns how we collect, use, disclose, secure or respond to a request about your personal information, please mark your email "Data Protection Complaint".

For a data protection complaint, we will provide a clear way for you to raise the matter and will acknowledge receipt within 30 days. We will take appropriate steps to investigate and respond without undue delay, keep you informed as appropriate, and communicate the outcome as soon as reasonably possible.

You also have the right to complain to the Information Commissioner's Office (ICO).

7. Unresolved consumer disputes

If we cannot resolve a consumer complaint internally, we will provide any information about applicable independent dispute-resolution options that we are legally required to provide at that time. You remain free to obtain independent consumer advice and, where appropriate, use the courts.

8. No retaliation or loss of rights

Making a complaint will not affect your right to receive fair service or exercise any statutory consumer or data protection right.