Complaints procedure

How to raise a complaint, what we'll do, and what happens if we can't agree.

If we've let you down

We'd rather fix a problem than read a polite review about it. If something has gone wrong — a damaged delivery, a missed appointment, a product that doesn't live up to expectation, a member of our team who wasn't at their best — we want to hear about it.

How to complain

1. First call. Phone +44 1856 872281 during opening hours or email enquiries@jandmmcewen.co.uk with "Complaint" in the subject line. Have your order number to hand.
2. What to include. Your name, contact details, order number, a clear description of what went wrong, what outcome would resolve it, and any photographs.
3. Our first response. Within one working day. If we need longer to look into it, we will tell you.
4. Resolution. Within 14 calendar days for straightforward issues; up to 56 days for matters needing third-party input (carriers, manufacturers).

Escalation

If you're not satisfied with the first response, ask for the matter to be escalated to the manager. We will respond within two working days with either a revised resolution or an explanation of why our original position stands.

If we can't agree

If after our internal process we still can't agree, you have the right to use an alternative dispute resolution (ADR) service. We are not currently a member of any ADR scheme — see ADR & chargeback options for the routes available to you.

What we won't do

• Treat you differently for raising a complaint.
• Ask you to remove an honest review as a condition of resolving the issue.
• Use small-print clauses to avoid the duties placed on us by the Consumer Rights Act 2015.

What we record

We log every complaint in a quarterly review so we can improve. Personal details are kept for six years (HMRC standard); the anonymised pattern data is kept indefinitely. See our privacy policy for more.

Last updated 2026-05-26 · J & M McEwen, Kirkwall