We will do our best to put right any aspect of our service that you have been unhappy with. Your complaint will remain confidential and we will do our best to respond to it immediately (the same day when possible and within five days at the very longest). We hope to be able to resolve most issues that same day, or in more complex cases within a week. These times are dependent on the nature of the problem, but with matters relating to book sales, we can usually make an arrangement to rectify any mistake very quickly indeed. We will keep you informed about our progress in handling your complaint as best we can.
Once we have understood and agreed on the nature of the problem, we will do our utmost to correct whatever has gone wrong and to revise our systems to ensure that the mistake will not be repeated. It is in our interest as much as it is in yours that the service we provide should be flawless - something we aspire to but may fall short of, sometimes through no fault of our own. We are reliant on postal systems and so our service is at the mercy of theirs. Nevertheless, even in the event of a postal mistake we will do our best to resolve whatever problem may have arisen. With your patience and help, we will make every effort to sort things out.
For details about our customer services policy, including our privacy statement, click here.
If you would prefer not to use this form, you can get in touch with us at our postal address or calling us on the telephone numbers found here.
