Complaints Policy

We are committed to providing a service that is professional and valued by our customers and partners. We aim to handle all customer complaints in a prompt and fair manner.

To contact us about a general complaint please complete our online form here.

To help us respond to you as quickly as possible, please include:
•    Your name and address.
•    A contact phone number and email.
•    Your order number, if applicable.
•    Details of your complaint with supporting photos.
•    Actions you would like us to consider.

Investigation 
As a result of investigating your complaint, our customer services team may need to request additional information from you. 

Resolution
Every effort will be made to resolve your complaint at the first point of contact. Once the investigation is complete, you’ll be advised of the outcome of your complaint. 

Escalation 
In the event that our customer service team is unable to resolve your complaint, or you are unhappy with the outcome, you can escalate your complaint by emailing esc@cleva-uk.com