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Better Bathrooms Complaints Process

As much as we'd like to be we're not perfect and unfortunately sometimes on rare occasions things can go wrong. We always hope that you will be 100% happy with your product and your experience with us, but if for any reason you aren't we would like the chance to put things right and also tell the relevant staff members about what's happened to help resolve any issues for the future.

Please note that Better Bathrooms are part of the Buy it Direct Group so you may see email addresses or be contacted by someone from Buy it Direct.

Step 1: Contact our Customer Service Team

We're really sorry to hear that something wasn't quite right. If you get in touch with us we can look into this further for you.

Call us on 0330 0412 270, this number is normally included as part of your mobile minutes.

Or send us a Message. We aim to respond to messages within 5 working days of receiving your message. If you call us you will get a quicker response.

Step 2: Head of Department Escalation

If you didn't receive the service you required from our team you can email our Head of Customer Services with details of your order and any problems you have experienced. We investigate all complaints thoroughly to provide a detailed response. As a result response times will be longer than calling or sending us an eMessage. If your query is urgent, or if you haven’t contacted our team yet, we would recommend using Step 1. Our customer service team will be happy to help.

Alternative Dispute Resolution

If you are still not satisfied with the outcome of your complaint investigation and all avenues have been exhausted then we will contact you either by email or letter giving details of a certified Alternative Dispute Resolution provider and potential next steps.

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