Complaints Procedure

At Builder Depot we value our customers and their feedback. If you have reached out to our customer service team already and we have been unable to resolve your complaint, or if you’re unhappy with the outcome and would like to raise a formal complaint, or further escalation to do with any issues regarding the website, orders, service, stores, staff or delivery teams customers are able to to so on our contact us page. 

If you would prefer to call and speak to a senior member of our team, customers are able to do so on 02083628100 and we can arrange this for you. 

For any formal complaints or escalations we do recommend for customers to provide this in writing, so customers are able to include any photos if needed, dependent on the issue and the nature of the complaint so this can be investigated thoroughly for you. It may be the case that further information will be required from you in order for the complaint to be investigated fully. 

Customers are able to fill in the contact us form and advise of the complaint, this is received by our customer service team which is then raised with our senior colleagues and staff in the department. Whilst we endeavor to resolve any escalations as quickly as possible, we do take complaints seriously and this would be thoroughly investigate for customers.

If the escalation is regarding any of our stores, store staff or delivery staff this would also be raised with our senior colleagues in the correct department for you, who would then contact customers directly.