Complaints Procedure

At The LeatherWorx Company, we are committed to providing excellent customer service. However, we recognise that there may be occasions when you are not entirely satisfied with our service. We take all customer complaints very seriously and aim to resolve any issues promptly, fairly, and efficiently.

How to Make a Complaint

If you are dissatisfied with our service, please contact us, and provide full details of your complaint.
Your complaint can be made in the following ways:

– By email: complaints@leatherworxcompany.co.uk
– By phone: 07960509495 or Landline: 01158882848

Please provide as much information as possible regarding your complaint so we can conduct a
thorough investigation. This should include:

– Your full name and contact details
– The date the issue occurred
– Details of what your complaint relates to
– Any relevant documentation like order numbers or receipts and pictures.

Complaint Handling Process

1. We will acknowledge receipt of your complaint within 3 working days.
2. We will then fully investigate your complaint. This may require us to contact you to discuss the
issue in more detail.
3. Within 14 working days of receiving your complaint, we will provide a full written response
detailing the outcome of our investigation and any actions taken as a result.
4. If you are not satisfied with our response, please contact us again and we will arrange for a senior
manager to review your complaint.
5. We will aim to complete this review within 14 working days.

We take all feedback and complaints very seriously as it helps us to continuously improve our customer service. We hope that our quick, fair, and transparent complaints process provides a satisfactory resolution for any problems you may encounter.