Complaints Process

If there's something you're not happy with, we'd like you to tell the right people about it so that we can put matters right.

Complaint handling and dispute resolution process

Contact us straight away

In the first instance, our Customer Service Team is here to help and their aim is to provide the faster solution for you.

Once we receive your complaint, you will be contacted within 5 working days to discuss further.

If you are making us aware of a product-related issue after it has arrived in your home, our Customer Service team are the best team to contact. We will ask you to provide essential information and photographs to show us what the issues are.

Online - [email protected]

Post - Customer Service Team, Box Ltd, Unit 4, St Modwen Park, Signet Way, Dordon, Tamworth, B78 2FG

Escalating the complaint

If you're not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response given.

If you wish for your complaint to receive further review, please email [email protected] or in writing at the address above.

If you're unhappy with our decision, and wish to take your complaint further, you can contact Consumer Dispute Resolution Limited (CDRL). This is a free, independent service for resolving disputes.

You can refer your complaint to CDRL at any time, but they'll need our consent to investigate complaints where:

  • we haven't had the chance to put things right
  • we haven't exceeded the relevant timescale


Office Hours Monday to Friday: 9am – 5.30pm
Write to:
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW

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