Complaint Handling Procedure
At Amershaw, we are committed to providing excellent service and addressing any concerns you may have. This page outlines our procedure for handling complaints to ensure a fair and timely resolution.
How to Make a Complaint
If you have a complaint, please contact us via email at amershaw@outlook.com or by phone at +44 1341 308677 during our support hours, Monday to Friday, 9 AM to 5 PM GMT. To help us address your complaint efficiently, please include the following information:
- Your name and order number (if applicable)
- A clear description of the issue
- The outcome you are seeking
- Any supporting evidence (photos, screenshots, etc.)
What Happens Next
We aim to acknowledge your complaint within 2 business days. We will investigate your complaint thoroughly and aim to provide a full response within the same timeframe. If your complaint is complex and requires more time, we will let you know and provide a revised timeline.
Escalation
If you are not satisfied with our initial response, you may request escalation to a senior member of our team. Please contact us again at amershaw@outlook.com or by phone at +44 1341 308677. We will review the escalated complaint and respond within 2 business days.
Alternative Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it without going to court. You can find a list of certified ADR providers at: https://www.tradingstandards.uk/. You can also contact Citizens Advice consumer service at https://www.citizensadvice.org.uk/consumer/ or call 0808 223 1133 for free, impartial advice.
Returns and Faulty Goods
If your complaint relates to a return, cancellation, or faulty item, please refer to our Returns, Cancellation & Refund Policy for specific processes and timescales.
Last Updated: September 2026