Formal Complaints Procedure

At Builder Depot, we are committed to delivering high-quality products and exceptional customer service. However, if something hasn’t met your expectations, we want to hear from you. This guide explains how you can submit a formal complaint and what to expect from our process.

Submitting Your Complaint

All formal complaints must be submitted in writing through one of the following channels:

• Online: Use the Contact Us page on our website

• Email: Send directly to support@builderdepot.zendesk.com

To help us process your complaint efficiently, please include the following details:

• Your full name and contact information (email and/or phone number)

• Your order number and the date of purchase

• A clear and detailed description of the issue you’ve experienced

• Any supporting evidence such as photographs or documents (if applicable)

• What resolution you are seeking, such as a replacement, refund, or compensation

Acknowledgement and Investigation

• We will acknowledge receipt of your complaint within two (2) working days

• Our Complaints team will carry out a thorough review of your case

• You will receive a written response within five (5) working days from the date of acknowledgement

If more time is needed to investigate your complaint fully, we will inform you and provide an updated timeline.

Confidentiality and Data Protection

• All complaints are handled confidentially and in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018

• Submitting a complaint does not affect your statutory rights under the Consumer Rights Act 2015 or any other relevant laws

Need Further Assistance?

If you need help preparing your complaint or have questions about the process, please don’t hesitate to reach out via our support channels.

We appreciate your feedback—it helps us improve our service and better meet your needs.