Complaint Resolution Policy

At British Velora, customer satisfaction is at the heart of our business. We aim to provide high-quality products and excellent service, but if something goes wrong, we want to resolve it quickly and fairly.

This policy explains how we handle complaints, response times, and resolution procedures.

1. How to Make a Complaint

If you're unhappy with a product or service, please contact us as soon as possible using one of the following methods:

Email: support@britishvelora.com
Address: British Velora / Elysium Construction NW Ltd, Unit 9 Ramsgreave Business Park, Pleckgate Road, Blackburn, England, BB1 8RP

Please include the following details:

• Your full name and contact information
• Your order number (if applicable)
• A clear description of the issue
• Any photos or supporting evidence (for product complaints)

2. Acknowledging Your Complaint

We aim to acknowledge all complaints within 2 working days of receipt. Our customer service team will review your message and assign a case reference for tracking.

3. Investigation Process

We take all complaints seriously. Once received, we will:

• Review your order and communication history.
• Investigate the issue with the relevant department (e.g., delivery, quality control, or finance).
• Contact you if we need further details or evidence.

We aim to provide a full response within 5–10 working days, depending on complexity.

4. Resolution Options

Where your complaint is valid, we will offer one or more of the following solutions:

• Repair or replacement of the affected product.
• Refund or credit note (as per our Refund Policy).
• Service correction, such as re-delivery or follow-up visit.
• Formal apology and process review to prevent recurrence.

5. Escalation Procedure

If you are not satisfied with the outcome, you may request an escalation. Your case will then be reviewed by a senior manager or director within 5 working days.

If an agreement cannot be reached, you may refer your complaint to an Alternative Dispute Resolution (ADR) body or contact Citizens Advice Consumer Service (0808 223 1133) for independent guidance.

6. Continuous Improvement

All complaints are logged and reviewed regularly to help improve our products, delivery operations, and customer support. Feedback is used to enhance training, quality control, and communication standards across the business.

7. Contact Us

For any questions or to submit a complaint, please contact:

Email: support@britishvelora.com
Address: British Velora / Elysium Construction NW Ltd
Unit 9 Ramsgreave Business Park, Pleckgate Road, Blackburn, England, BB1 8RP