Product Reviews 
Useful information if you have complaint about a product or service.
(not personal account or credit related)
If you are unhappy with any aspect of the products and services we provide, please let us know and we’ll do our best to put it right straight away. We aim to delight customers with our response to issues where we have got things wrong and we monitor first time resolution in order to ensure that we are delivering the service our customers expect.
Our complaints procedure aims to:
- Help us understand where we have made mistakes and got it wrong, give us an opportunity to put things right, and take action immediately to avoid future complaints.
- Show clearly how a complaint will be dealt with and within what timescales, if a resolution can’t be reached there and then.
- Treat customers fairly.
This page explains our approach to dealing with your complaint. It also explains how we will keep you informed of our progress and what to do if you remain unhappy with our outcome or our final written response to your complaint.
You can make a complaint:
By emailing us at customersatisfactionteam@damart.com
By logging onto our website at www.damart.co.uk and selecting ‘contact us’ on the bottom left.
In writing to: Damart Customer Satisfaction Team, Bowling Green Mills, Lime Street, Bingley, West Yorkshire, BD97 1AD
By phoning us on 0871 423 0000 (Calls cost 13p per minute plus network extras). Should you have an issue with an existing order, please contact a member of our Customer Service Team between 09:00 – 17:00 Monday to Friday on 0330 123 0842.
Our aim is to resolve problems fully the first time that you contact us. If we are unable to do this, we will let you know why. We will keep you up to date of our progress, until the matter is fully resolved.
If you write to us:
| Stages | Timescale |
| We’ll acknowledge & aim to resolve your complaint ‘first time’ | Within 7 days of receipt. |
| If things take a little longer we’ll keep you informed of progress. | Every 7 days |
| Final resolution | Within a maximum of 8 weeks of receipt of complaint |
If you phone or email us:
| Stages | Timescale |
| We’ll acknowledge & aim to resolve your complaint ‘first time’ | By Phone: Immediately. By Email: We’ll acknowledge receipt immediately and aim to resolve within 24 hour |
| If things take a little longer we’ll keep you informed of progress. | Every 7 days |
| Final resolution | Within a maximum of 8 weeks of receipt of complaint |
In the event that we are unable to successfully resolve your complaint, and you are still not satisfied following the conclusion of our Complaints Handling Procedure, you may refer your complaint to RetailADR.
RetailADR is an Alternative Dispute Resolution provider to which Damart subscribes and is free to use to consumers. RetailADR is approved by Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and undertake an independent review of your complaint, pursuant to the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Complaints can be raised to RetailADR in the following ways:
- Online - via RetailADR’s online complaint form which can be accessed at https://www.cdrl.org.uk/retail-adr/.
- In writing by post – in order to accept your complaint, RetailADR requires you to post it a completed paper complaint form to 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW. This form can be accessed and downloaded via https://www.cdrl.org.uk/retail-adr/.
- If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, RetailADR are able to discuss your request for assistance via telephone at 0203 540 8063. RetailADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.
Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.
Once you have submitted your complaint form, RetailADR will complete an initial assessment of your complaint and refer it to Damart to request our response within 28 days.
Should you have any questions, RetailADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at https://support.cdrl.org.uk/.