CoolerSomm Complaints Policy

At CoolerSomm, we are committed to providing high-quality wine fridges and excellent customer service. We understand that issues can occasionally arise, and we take all complaints seriously. Our aim is to resolve complaints promptly, fairly and professionally.

How to Raise a Complaint

If you have a complaint about our products or services, please contact us using the details provided below. Please include your order number, product details (serial number) and a clear description of the issue, along with any relevant photographs or supporting information.

Complaint Handling Procedure

Acknowledgement: We aim to acknowledge all complaints within 24-48 working hours and provide a reference number when escalated to official complaint status.

Investigation: Our team will review your complaint, including any relevant order details, product information and supporting evidence.

Resolution: We aim to resolve complaints as promptly as possible, normally within 7 working days. Where a complaint is complex or requires further investigation, resolution may take up to 30 working days. If additional time is required, we will inform you of the reasons for the delay and keep you updated on progress. Nothing in this policy affects your statutory rights under UK consumer law.

Communication: We will keep you updated throughout the process and explain the outcome clearly.

Escalation

If you are dissatisfied with our response, you may request that your complaint be reviewed by a senior member of our team. We will consider your concerns fairly and communicate our final response.

Feedback and Continuous Improvement

We value customer feedback and use complaints to identify areas where we can improve our products and services. We also maintain appropriate records of complaints and their outcomes to help us identify recurring issues.

Your Consumer Rights

This policy does not affect your statutory rights under UK consumer law. If your wine fridge is faulty, damaged or not as described, you may be entitled to a repair, replacement, refund or another remedy, depending on the circumstances and applicable law.

Contact Us

For questions about this policy or to submit a complaint, please contact CoolerSomm using the contact details below.

Email

customerservices@coolersomm.com

Phone:

0203 627 2644

Mail

CoolerSomm, 342 Old York Road, London, SW18 1SS

External Complaints and Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you can seek independent advice from the following UK organisations:

• Citizens Advice: Provides free, impartial advice on consumer rights and disputes. Visit www.citizensadvice.org.uk or call 0808 223 1133 in England and Wales.

• Trading Standards: If you believe a business has breached consumer protection law, you can report your concerns through Citizens Advice, which can refer relevant information to Trading Standards.

• Alternative Dispute Resolution (ADR): Depending on the nature of your complaint, an independent dispute resolution service may be available. Please contact us to discuss any applicable ADR options and whether we are willing to participate.

These options do not affect your statutory rights under UK consumer law or your right to pursue a claim through the courts where appropriate.

At CoolerSomm, we are committed to treating every customer fairly and doing our best to put things right.