Complaints Policy

Complaints Policy

Last updated: 20/10/2025

At Highland Wood Ltd, we take great pride in our handmade products and our customer service. We aim to resolve any concerns quickly, fairly, and with care. This policy explains how you can make a complaint and how we will handle it.

1) Our commitment to you

  • We take all complaints seriously and treat each one confidentially.
  • We aim to acknowledge every complaint within 2 working days.
  • We will investigate and aim to resolve your complaint within 10 working days where possible.
  • If we need more time to investigate, we will keep you informed of progress and expected resolution timescales.

2) How to make a complaint

The quickest way to contact us is through our Contact Page. Please include:

  • Your full name and contact details
  • Your order number (if applicable)
  • Details of what has gone wrong
  • Any supporting photographs or documents that help explain the issue

If you prefer, you can also write to us at our registered business address (available in our website footer). We encourage you to use our contact form for a faster response.

3) How we handle your complaint

Once we receive your complaint, we will:

  1. Acknowledge receipt within 2 working days.
  2. Review your order details, communication history, and any evidence provided.
  3. Determine whether the issue relates to manufacturing, delivery, product quality, or service.
  4. Contact you with a proposed solution. This may include replacement, repair, partial refund, full refund, or another suitable resolution.

4) If you are not satisfied

  • If you are unhappy with our initial response, please reply and ask for your complaint to be escalated to a senior member of our team.
  • We will review your case again and aim to provide a final response within 5 working days.

5) Alternative dispute resolution

If we cannot reach a satisfactory outcome together, you may contact a UK consumer advice body for independent support:

We will cooperate fully with any authorised alternative dispute resolution process if required.

6) Complaints about deliveries or couriers

  • If your order was damaged or delayed in transit, please contact us first rather than the courier.
  • Provide clear photographs of the packaging and item if there is visible damage. We will liaise with the courier on your behalf to resolve the issue quickly.

7) Continuous improvement

We value all feedback — positive or negative — as it helps us improve our products and services. Even when no refund or repair is required, your comments are reviewed and discussed within our small team to make sure we continue to offer the highest standards of craftsmanship and service.

8) Contact us

If you wish to make a complaint or discuss a concern, please contact us through our Contact Page.