Send the team a concise account of your concern, with your order reference and relevant evidence.

A useful structure

  • What you ordered and when.
  • What happened, in date order.
  • The part of the issue that remains unresolved.
  • What outcome you are asking the team to consider.

Attach only the photographs or messages needed to understand the problem. Keep a copy of your complaint and subsequent replies so you can follow the progress without rebuilding the history each time.