Complaints Procedure

Last updated: 25 May 2026

We take complaints seriously and try hard to resolve them quickly and fairly. Here is our step-by-step process.

Step 1 — Tell us

Send your complaint to support@retailssupp.com with:

Your order number (if applicable)
A clear description of what went wrong
What you would like us to do to put it right
Any supporting photographs or screenshots

Step 2 — Acknowledgement

We acknowledge every complaint within 3 working days, naming the person handling it.

Step 3 — Investigation

We investigate and respond with our findings and proposed resolution within 10 working days. If we need longer (for example, awaiting a courier investigation), we explain why and give a revised date.

Step 4 — Escalation

If you are not satisfied with the response, ask for the complaint to be escalated to the proprietor of J & S Allan. We will provide a final response within a further 10 working days.

Step 5 — Alternative Dispute Resolution (ADR)

If you remain unhappy after our final response, you can refer the complaint to a certified ADR provider. We are not contractually bound to use a specific provider, but we will engage in good faith with any reputable UK ADR scheme you choose.

Step 6 — European Online Dispute Resolution Platform

You may also use the European Commission’s ODR platform at ec.europa.eu/consumers/odr.

Step 7 — Courts

Nothing in this procedure affects your right to take legal action through the courts.

Trading Standards & Citizens Advice

For independent advice on your consumer rights, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.