How to Make a Complaint
Complaints can be submitted using any of the following methods:
Email: info@wrkhaus.co.uk
Telephone: 0800 069 9010
To help us investigate your complaint efficiently, please provide:
- Your full name and contact details.
- Order number (if applicable).
- Details of the product or service concerned.
- A clear description of the issue.
- Any relevant photographs or supporting documentation.
- Details of the resolution you are seeking.
Complaint Handling Process
Step 1 – Acknowledgement
We aim to acknowledge receipt of your complaint within 2 working days.
Step 2 – Investigation
Your complaint will be reviewed by the appropriate member of our team. We may contact you for additional information if required.
Where relevant, we may inspect returned goods, review order records, production files, delivery information, or communication history.
Step 3 – Resolution
We aim to provide a full response within 10 working days of receiving all necessary information.
Where a complaint requires further investigation, we will keep you informed of progress and provide an updated timescale.
Possible Outcomes
Depending on the circumstances, we may offer one or more of the following:
- An explanation of what occurred.
- Correction of an error.
- Replacement of defective goods.
- Repair of defective goods.
- Partial or full refund where appropriate.
- Credit against a future order.
- Improvements to our processes and procedures.
Each complaint will be assessed on its individual merits.
Product Quality Complaints
If your complaint relates to embroidered, printed, personalised, PPE, tools, or other products supplied by WRKHAUS, we may request:
- Photographs of the issue.
- Batch numbers or product information.
- Return of the goods for inspection.
Please do not return products unless requested to do so by our team.
Delivery Complaints
While we work closely with trusted courier partners, delivery services are occasionally affected by factors outside our control.
If your complaint relates to delivery delays, damaged parcels, or missing items, please contact us as soon as possible so we can investigate with the relevant courier.
Personalised Products
Complaints regarding personalised products will be assessed against the artwork, specifications, and approvals provided before production.
Customers are responsible for reviewing and approving artwork, spelling, sizing, colours, and order details before production begins.
Where an error has occurred on our part, we will work with you to find an appropriate resolution.
Escalation
If you are dissatisfied with the outcome of your complaint, you may request that the matter be reviewed by senior management.
Please provide any additional information you feel may assist with the review.
We will undertake a further assessment and provide our final response as soon as reasonably possible.
Continuous Improvement
All complaints are recorded and reviewed to help us improve our products, services, processes, and customer experience.
We value customer feedback and appreciate the opportunity to address concerns whenever they arise.
Contact Us
If you have a complaint or concern, please contact us.
