Contact & Complaints

Contact and Complaints Policy

1. How to Contact Us
We are here to help. If you have any questions, concerns, or feedback, please reach out to us using the contact details below.

Email: info@barrelsandbasket.co.uk
Phone: +44 7359 136074
Address: Wolverhampton, United Kingdom

Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT)
Response Time: We aim to respond to all enquiries within 24 hours during business days.

2. Contact Form
You can also use the contact form on our website to send us a message. Please include your order number (if applicable) and a detailed description of your enquiry or issue.

3. Complaints Procedure
We take all complaints seriously and aim to resolve them as quickly and fairly as possible.

If you are not satisfied with any aspect of our products or services, please follow the procedure below.

Step 1: Contact Us
Get in touch with us via email or phone with the following information:

- Your order number
- A clear description of the issue
- Photos (if applicable, e.g., damaged items)
- Your preferred resolution (e.g., refund, replacement)

Please send your complaint to: info@barrelsandbasket.co.uk with "COMPLAINT" in the subject line.

Step 2: Acknowledgment
We will acknowledge receipt of your complaint within 24 hours.

We will provide you with a reference number for tracking purposes.

Step 3: Investigation
We will investigate your complaint thoroughly. This may involve:

- Checking order records and payment details
- Speaking with our team or kitchen staff
- Reviewing delivery information and courier reports
- Examining product quality or packaging

We may contact you for additional information during this stage.

Step 4: Resolution
We aim to resolve all complaints within 5 working days.

We will propose a resolution, which may include:

- A full or partial refund
- A replacement product
- Store credit
- A detailed explanation and apology

If more time is needed, we will keep you updated on progress.

Step 5: Escalation
If you are not satisfied with our proposed resolution, you may escalate your complaint:

- Request a review by a senior team member
- Provide any additional information you think is relevant

We will respond to escalated complaints within 3 working days.

4. What We Can and Cannot Do

We Can:
- Issue refunds for faulty or incorrect items
- Send replacements for damaged products
- Provide store credit where appropriate
- Investigate and provide a clear explanation

We Cannot:
- Compensate beyond the value of your order
- Take responsibility for issues caused by third parties (e.g., courier delays, supplier issues)
- Accept complaints submitted more than 14 days after delivery
- Provide refunds for change of mind on fresh or pre-order items

5. Unresolved Complaints
If we cannot resolve your complaint to your satisfaction, you may seek further assistance from:

Citizens Advice: For free, impartial advice on consumer rights
Trading Standards: For consumer protection issues
Alternative Dispute Resolution (ADR): For independent mediation

These services are independent and can help you if you feel your complaint has not been handled fairly.

6. Complaints Register
We keep a record of all complaints to help us identify issues and improve our service. Your feedback is valuable to us, and we use it to make improvements where needed.

7. Feedback and Suggestions
We welcome feedback and suggestions on how we can improve. If you have ideas for new products, services, or ways we can serve you better, please let us know.

8. Data Privacy
Any personal information you provide as part of a complaint will be handled in accordance with our Privacy Policy. We will only use your information to process your complaint and improve our services.

9. Contact Us for Complaints
For formal complaints, please use the following:

Email: info@barrelsandbasket.co.uk (include "COMPLAINT" in the subject line)
Phone: +44 7359 136074
Address: Wolverhampton, United Kingdom

Please include your order number and as much detail as possible to help us resolve your issue quickly.

Last updated: July 2026