Our Complaints Policy

At The Black Seed Oil Co, we are committed to providing excellent service and ensuring customer satisfaction. However, we understand that occasionally things may go wrong. This complaints policy explains how you can raise concerns with us and how we will handle them.

HOW TO MAKE A COMPLAINT

If you have a complaint, please contact us via one of the following methods:

  • Online Form: Visit our Customer Support area to fill out our complaints form.
  • Postal Address: The Black Seed Oil Co., Little Acre, South Drove, Spalding, Lincolnshire, PE11 3BD, United Kingdom.

Please provide as much detail as possible, including:

  • Your name and contact details.
  • Order number (if applicable).
  • A description of the issue, and any relevant supporting information.

OUR COMMITMENT TO RESOLVING YOUR COMPLAINT

We aim to resolve complaints quickly and fairly. Here’s what you can expect:

  • Acknowledgment: We will acknowledge receipt of your complaint within 5 working days.
  • Investigation: We will thoroughly investigate the issue. This may involve reviewing order details, contacting suppliers, or gathering further information from you.
  • Resolution: We aim to provide a full response within 21 working days. If the issue is complex and requires additional time however, we will keep you updated on our progress.

POSSIBLE RESOLUTIONS

Depending on the nature of your complaint, we may offer one or more of the following:

  • A replacement product.
  • A refund.
  • Advice or guidance on how to address the issue.
  • Any other appropriate resolution.

YOUR CONSUMER RIGHTS

This complaints policy does not affect your statutory rights under the Consumer Rights Act 2015. If you are not satisfied with our response, you may seek further advice from organisations like:

  • Citizens Advice (www.citizensadvice.org.uk)
  • The UK European Consumer Centre (www.ukecc.net)

ESCALATING YOUR COMPLAINT

If you feel your complaint has not been resolved to your satisfaction, you may escalate it by contacting:

  • A manager at The Black Seed Oil Co.
  • Relevant alternative dispute resolution (ADR) services, if applicable.

CONTACT US

If you have any further questions about our complaints policy, please get in touch via the methods listed above.

Thank you for giving us the opportunity to resolve your concerns and improve our service.