Complaints Procedure

Complaints Procedure

At Annalise Reece Interiors, we are committed to providing exceptional service and products. If you have a complaint, we want to hear from you and resolve it promptly.

How to Make a Complaint

Step 1: Contact Us Directly
Please contact us first to discuss your concern:

  • Email: info@annalisereece.co.uk
  • Phone: 01663 635630
  • Post: The Old Bakery, 55-59 Albion Road, New Mills, Derbyshire, SK22 3EX

 

Step 2: Provide Details
When making a complaint, please include:

  • Your name and contact details
  • Order number (if applicable)
  • Date of purchase or service
  • Clear description of the issue
  • What resolution you are seeking
  • Any supporting evidence (photos, receipts, etc.)

 

Our Response Process

Acknowledgement: We will acknowledge, where possible, your complaint within 2 working days of receipt.

Investigation: We will investigate your complaint thoroughly and fairly, which may involve:

  • Reviewing your order and account details
  • Examining products or services in question
  • Consulting with relevant team members
  • Requesting additional information from you if needed

 

Resolution: We aim to resolve complaints within 14 working days. If we need more time, we will keep you informed of our progress.

Possible Outcomes

Depending on the nature of your complaint, we may offer:

  • A full or partial refund
  • Replacement or repair of products
  • Re-performance of services
  • Store credit or discount on future purchases
  • An apology and explanation

 

If You're Not Satisfied

If you are not satisfied with our response, you may:

  • Contact relevant consumer protection agencies
  • Seek independent advice from Citizens Advice
  • Consider alternative dispute resolution services

 

Your Rights

This complaints procedure does not affect your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015.

Learning from Complaints

We value feedback and use complaints to improve our products and services. All complaints are reviewed to identify areas for improvement in our business operations.

Last updated: September 2025