Complaints Policy

This policy explains how:

  •          You, the customer, can raise a complaint about our goods; and
  •          How we deal with complaints.

We will always aim to provide high quality goods and to provide a high standard of customer service. We recognise however that sometimes we may not get things quite right.  It is therefore important that you can raise any issues or complaints with us.

How to Make a Complaint

If you would like to make a complaint you can do so via email to: enquiries@edibilis.co.uk

Information

Please include the following information in your complaint:

  •          Your full name
  •          Your contact details (telephone number and email address)
  •          The fact that you are raising a complaint
  •          Any relevant dates and times which are relevant to your complaint
  •          The type of goods we have provided to you
  •          Any order or reference number we have provided to you
  •          A key summary of the problem or problems you have experienced and why the goods or any other related customer services were not satisfactory.

What to Expect

Complaints will be processed and looked at during our business hours which are:

Monday – Friday 10am – 4pm

Complaints will be dealt with by our Management Team.

Acknowledgement

We will acknowledge your complaint within 2 business days of our receipt of it.

Investigation

We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.

Response

A response to your complaint will ordinarily be provided to you via email.

Once we have acknowledged your complaint, we will ordinarily provide the full response within 14 business days.  Sometimes the investigation may take longer.  If this is the case we will contact you to tell you, and you will be provide with a revised timeframe within which you should expect to receive a response.   You will receive regular updates thereafter.

We may agree with all or some of your grounds of complaint.  If this is the case, we will aim to offer a satisfactory solution to you, which may include:

  •         A full refund
  •          A partial refund
  •         A discount for future goods
  •         Replacement goods

We will offer the solution which we judge to be the most appropriate in the circumstances.  The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.

If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).

Other Options

We hope that we will be able to help in resolving your complaint, however, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute via other avenues.

We would always hope that disputes can be resolved at the lowest possible level, however if the complaint cannot be resolved in this manner, you may wish to obtain legal advice or explore other legal remedies which may be available to you.

Information about your legal rights as a consumer can be found on the Advice Directive Scotland website.