1 Introduction
1.1 This Complaints Policy (Policy) outlines the procedure that all Sellers using the Website must follow to manage complaints submitted by customers in relation to goods or services that you sell through the Website. Defined terms in this Policy shall have the meaning given to them in the Seller Terms and Conditions, unless otherwise stated.
1.2 The purpose of this Policy is to provide a clear, transparent, and compliant method for handling and resolving consumer complaints in accordance with applicable UK legislation, including the Consumer Rights Act 2015 and the Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015 (SI 2015/1392).
1.3 Handcrafted Heritage itself is not and shall not become a party to any disputes or complaints arising between Sellers and their customers, nor shall Handcrafted Heritage be required to provide any assistance or support to resolve a complaint. Sellers are solely responsible for complaint handling and resolution under this Policy.
1.4 Sellers agree to indemnify and hold harmless Handcrafted Heritage from any claims, liabilities, or disputes arising from complaints made by customers in relation to goods or services provided by the Seller.
2 Scope of the Policy
2.1 This Policy applies to all complaints received from customers concerning goods or services sold by Sellers on the Website.
2.2 A complaint is any formal expression of dissatisfaction made by a customer regarding the goods or services provided by a Seller through the Website (Complaint). Complaints may include, but are not limited to:
2.2.1 Faulty or defective products.
2.2.2 Inadequate or misleading product descriptions.
2.2.3 Delivery failures or delays attributable to the Seller.
2.3 This Policy does not cover disputes or complaints regarding the Website itself, or services provided directly by the Website. Customers should refer to the Handcrafted Heritage Complaints Procedure for any such matters.
2.4 Where a complaint is received by a Seller regarding the Website itself, or services provided directly by the Website, Sellers must inform Handcrafted Heritage of the details in writing, without delay and no later than two (2) working days from receipt of the complaint.
3 Complaint Procedure
3.1 Acknowledgement of Complaints
3.1.1 Sellers must acknowledge receipt of a complaint within three (3) working days from the date the Complaint is received.
3.1.2 Acknowledgement of a Complaint must include:
3.1.2.1 confirmation that the Complaint has been received;
3.1.2.2 a reference number for the Complaint (if applicable); and
3.1.2.3 a clear timeline in which the Seller will respond substantively to the Complaint.
3.2 Investigation of Complaints
3.2.1 Sellers must investigate all Complaints thoroughly, fairly, and promptly.
3.2.2 If additional information or evidence is required from the customer, Sellers should make reasonable requests for such information without causing unnecessary delay.
3.3 Resolution of Complaints
3.3.1 Sellers must provide a substantive response to the customer within fourteen (14) working days from the date the Complaint is received, unless a longer timeframe has been agreed with the customer.
3.3.2 Sellers must ensure that any resolution complies with their legal obligations, including issuing refunds, replacements, or arranging for repairs, as appropriate.
3.4 Unresolved Complaints and Escalation
3.4.1 In the event that a Complaint cannot be resolved, the Seller must notify the customer in writing, providing details of the reason for the unresolved status and any further steps available to the customer.
3.4.2 Sellers should ensure customers are aware of their ability to escalate unresolved disputes to an alternative dispute resolution (ADR) provider per Section 4 of this Policy.
3.5 Exceptional Circumstances
3.5.1 Where a Complaint requires a longer investigation due to complexity or other extenuating circumstances, Sellers must notify the customer in writing without delay, providing a reasonable explanation for the delay and an updated timeline for substantive response.
4 Alternative Dispute Resolution (ADR)
4.1 Sellers must provide customers with access to an ADR provider approved under the ADR for Consumer Disputes (Amendment) Regulations 2015 (SI 2015/1392), where required. A list of approved ADR providers can be accessed via the Chartered Trading Standards Institute (CTSI) website.
4.2 Sellers must provide customers with clear instructions on how to access ADR services, including contact details for at least one approved ADR provider.
5 Complaint Records
5.1 Sellers must keep full and accurate records of all Complaints received, including details of any correspondence, investigative actions undertaken, and the resolution or outcome. Such records must be retained for a minimum of 12 months following the conclusion of the Complaint.
5.2 All records maintained under this Policy must comply with data protection obligations as required by the Data Protection Act 2018 and the UK GDPR.
5.3 Sellers must share any details of a Complaint with Handcrafted Heritage, upon request and without undue delay.
6 Policy Review and Updates
6.1 This Policy shall be reviewed regularly, at least once every 12 months, to ensure it remains compliant with applicable legal requirements and aligned with best practices.
6.2 Any updates or amendments to this Policy will be communicated to Sellers within 30 days of the effective date of the changes.