Complaint Handling
How to Make a Complaint
At Valvaen, we are committed to providing exceptional service and quality products. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know. To make a complaint, please contact us via email at valvaen@outlook.com.
Please include the following information in your complaint:
- Your name and order number (if applicable)
- A clear description of the issue
- What outcome you are seeking
- Any supporting evidence (photos, screenshots, etc.)
What Happens Next
Upon receipt of your complaint, we will acknowledge it within 2 working days. We will then conduct a thorough investigation into the matter. Our aim is to provide a full response within 14 working days. If your complaint is complex and requires more time, we will inform you 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 via phone at 07809120166 or email at valvaen@outlook.com. We will review the escalated complaint and respond within a further 14 working 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/.
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.