Complaints Procedure

1 Our Commitment

At Judith Ethnic Food Store Ltd, we are committed to providing high-quality products and excellent customer service. We understand that occasionally things may not go as expected. We welcome customer feedback because it helps us improve our products, services, and customer experience. This Complaints Procedure explains how we handle customer concerns fairly and professionally.

2 What You Can Complain About

Customers may contact us regarding:

• product quality;
• damaged or missing items;
• incorrect orders;
• delivery problems;
• payment issues;
• website issues;
• staff service;
• food safety concerns;
• any other concern relating to our services.

3 How to Make a Complaint

Customers can submit a complaint using the following methods:

• Email: info@judithethnicstore.co.uk
• Telephone: 07306 011093
• In Store: Speak with a member of staff or store management.
• Post: Judith Ethnic Food Store Ltd, 311 High Street, Cheltenham, England, GL50 3HW
• Online: Contact form

4 Information to Include

To help us investigate your complaint, please provide:

• your name and contact details;
• order number (if applicable);
• date of purchase;
• product details;
• receipt or proof of purchase where available;
• details of the problem;
• photographs or evidence where relevant.

5 Acknowledgement of Complaints

We aim to acknowledge complaints promptly and will confirm that we have received your complaint, who is handling the matter, and the next steps in our investigation.

6 Investigation Process

We will review complaints fairly and may check order records, review transaction information, speak with relevant staff, inspect products where appropriate, and contact suppliers where necessary. We aim to understand what happened and identify a suitable resolution.

7 Resolution

Depending on the circumstances, we may offer a replacement product, refund, exchange, explanation, corrective action, or apology where appropriate. The outcome will depend on the nature of the complaint, evidence available, and applicable consumer rights.

8 Food Safety Complaints

Food safety concerns are treated as a priority. If you believe a product is unsafe, contaminated, incorrectly labelled, or causing an allergic reaction, please contact us immediately and provide the product name, batch number, expiry or best-before date, purchase details, and photographs where possible.

9 Damaged or Missing Delivery Complaints

For delivery-related complaints, please contact us as soon as possible with your order number, delivery details, photographs of damaged packaging, and details of missing items.

10 Escalation

If you are unhappy with the outcome of your complaint, please ask for your complaint to be reviewed by a senior member of management. We will review the original complaint, the investigation completed, and the proposed resolution.

11 Customer Service Standards

We aim to treat all customers respectfully, investigate complaints fairly, communicate clearly, and resolve issues as quickly as reasonably possible.

12 Abuse or Unreasonable Behaviour

We respect the right of customers to complain. However, we reserve the right to manage complaints where communication becomes abusive, threatening, discriminatory, unreasonable or excessive. We will continue to handle genuine concerns professionally.

13 Contact Us

14 Changes to This Procedure

We may update this Complaints Procedure from time to time. The latest version will always be available on judithethnicstore.co.uk.