GOURMET TALLOW

COMPLAINTS POLICY

1.                 Who we are

1.1               We are Gourmet Tallow Limited, a company registered in England and Wales with company number 15848498. Our registered office is at 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ.

2.                 About this policy

2.1               We are committed to providing high quality products and service to all our customers. If you are dissatisfied with any aspect of your experience or wish to make a complaint regarding our products or service, please tell us so we can resolve the issue as quickly as possible.

3.                 How to Make a Complaint

3.1               You can contact us with your complaint by any of the following methods:

(a)               By email: contact@gourmet-tallow.co.uk

(b)               By post: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ

(c)                By our website: See Contact Form available via our website at https://www.gourmet-tallow.co.uk/

4.                 Please include your name, contact details, order number (if relevant), and full details of your complaint. If you have any specific requirements regarding communication (for example, a preferred format or accessibility needs), please let us know.

5.                 Our Complaints Process

We will follow the following complaints process:

5.1               We will aim to acknowledge your complaint within two (2) working days of receipt.

5.2               We will investigate your complaint fully and fairly. We may need to contact you for additional information or clarification.

5.3               We aim to provide a response and, where possible, a resolution within ten (10) working days. If your complaint requires further time to resolve, we will keep you updated on progress and expected timescales.

5.4               If your complaint is upheld, we will take appropriate steps which may include replacement, refund, repair or other corrective action, in accordance with your legal rights.

5.5               If you are not satisfied with our response, you may request that your complaint is escalated for review. Please notify us in writing if you wish to escalate your complaint.

6.                 Alternative dispute resolution

6.1               We are not currently a member of any Alternative Dispute Resolution (ADR) scheme and are not obliged to participate in ADR. However, we will consider any appropriate ADR proposals on a case-by-case basis. If you purchased products via our website, you may also use the European Commission's Online Dispute Resolution platform, available at: https://ec.europa.eu/consumers/odr/

7.                 Your Rights

7.1               This complaints policy does not affect your legal rights as a consumer under UK law. Further details of your rights are available at www.gov.uk/consumer-protection-rights.

8.                 Data Protection

8.1               Any personal data you provide in connection with your complaint will be used only to handle your complaint and in accordance with our privacy notice, available at https://www.gourmet-tallow.co.uk/privacy-notice.

9.                 Record keeping and review

9.1               We keep a record of all complaints and review them regularly to improve our products and services.

9.2               This policy is reviewed periodically and may be updated from time to time.

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Complaints Policy

Version: 1

Dated: 20 November 2025