• Complaint Form

    📩 Help Us Help You – Submit Your Concern

  • Thank you for reaching out. Please complete this form with details about your issue so we can resolve it quickly and efficiently.

    ✔ Provide key details to help us understand the problem.
    ✔ Our team will review and respond promptly.
    ✔ Your feedback matters! We’re committed to making things right.

    • Complaint & Escalations Process 

    • Complaints & Escalations

      Not happy? We want to put it right

      If something hasn't gone as it should, or you're not satisfied with the answer you've had, here's how to escalate it so the right person looks at it quickly.

      Is it a return or a faulty product? Please use the right form first. It's the fastest way to get it sorted:
      Returns Request Form →   ·   Defective Product Form →
      Use the steps below if you're unhappy with how it's being handled, or with the outcome.

      How escalation works

      1
      		 Contact our team
      Call, email or visit us. We aim to resolve everything at this first point of contact.
      2
      		 Showroom Manager Reply within 1 working day
      Not satisfied with the first response? Ask to speak to a manager when you call, or say in your email that you'd like to escalate.
      3
      		 Department Manager Reply within 2 working days
      Still not resolved? Ask the Showroom Manager to escalate, or follow up by email. The Department Manager will review your case in full.
      4
      		 Senior Management & final response Proposed resolution within 3 working days
      For serious concerns, or if you're still unhappy, your case goes to senior management. You'll receive a clear, written final response explaining the outcome. If we can't resolve it, we'll also tell you about ADR-PROVIDER-NAME, an independent dispute resolution service.

      Help us help you faster. Please include:

      ✓ Your order number
      ✓ A short summary of what went wrong and who you've spoken to
      ✓ Photos or documents, if relevant
      ✓ What outcome you'd like

      Contact us

      Monday to Friday, 9am–5pm

      Wallingford 01491 832321
      sales@ukbathroomwarehouse.com

      Once your case is resolved, we'll invite you to tell us how we handled it, so we can keep improving. This doesn't affect your statutory rights.

    • Customer Details 
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    • Complaint Details 
    • Date of incident:
       - -
      2 digit month, 2 digit day, 4 digit year
    • Nature of the Complaint:
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    • Resolution Sought 
    • What would you consider a satisfactory resolution?
    • Which UKBW branch have you been working with
    • Privacy and Consent 

    • Privacy & GDPR Policy for All Forms
      1. Introduction
      UK Bathroom Warehouse ("we," "us," or "our") is committed to protecting your personal data and ensuring that your privacy is respected. This Privacy & GDPR Policy explains how we collect, use, store, and protect your personal information when you submit any form on our website, in-store, or via email.

      This policy complies with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other relevant data protection laws.

      By submitting a form to us, you agree to this policy. If you do not agree, please do not submit your personal data.


      2. What Data We Collect
      Depending on the form you complete, we may collect the following personal data:

      Identification Details: Name, company name (if applicable), and job title.
      Contact Information: Email address, phone number, and postal address.
      Payment Information: If applicable, for order processing or refunds.
      Order Details: Purchase history, order numbers, and product preferences.
      Customer Service Information: Enquiries, complaints, and feedback.
      Technical Your opt-in/opt-out choices for receiving promotional materials.
      We do not collect sensitive personal data (e.g., health information, racial/ethnic data, or biometric data) through our forms.


      3. How We Use Your Data
      We process your data for the following purposes:

      To fulfil orders and service requests (e.g., product purchases, returns, refunds, or complaints).
      To communicate with you regarding your enquiry, order, or service request.
      To process payments and refunds where applicable.
      To provide customer support and improve our services.
      To comply with legal obligations, such as fraud prevention and tax regulations.
      To send marketing communications (only if you have given explicit consent).
      To improve our website and customer experience, using analytics and feedback.
      We will never sell or rent your personal data to third parties.


      4. Legal Basis for Processing
      We process personal data based on one or more of the following legal grounds:

      Contractual Obligation: When processing is necessary to fulfil a contract (e.g., order fulfilment, returns).
      Legitimate Interests: When processing is necessary for our business operations and does not override your rights.
      Legal Compliance: When processing is required to comply with laws and regulations.
      Consent: When you have given explicit consent (e.g., for marketing communications).
      You can withdraw consent at any time by contacting us at privacy@ukbathroomwarehouse.com.


      5. Data Storage & Retention
      We store your data securely in accordance with industry standards.
      Your data is retained only for as long as necessary to fulfil the purposes outlined in this policy.
      The standard retention period is 6 years for financial and contractual data, in line with UK legal requirements.
      If you request deletion of your data, we will comply unless legal obligations require us to retain it.

      6. Data Sharing & Third Parties
      We may share your personal data with:

      Service Providers: Delivery partners, payment processors, and IT service providers.
      Manufacturers & Suppliers: For warranty claims and product returns.
      Legal & Regulatory Authorities: Where required by law.
      All third-party partners are contractually obligated to handle your data securely and in compliance with UK GDPR.


      7. Your Rights Under GDPR
      Under UK GDPR, you have the following rights regarding your personal data:

      Right to Access: You can request a copy of your personal data.
      Right to Rectification: You can ask us to correct inaccurate or incomplete data.
      Right to Erasure ("Right to be Forgotten"): You can request deletion of your data in certain cases.
      Right to Restrict Processing: You can ask us to limit how we use your data.
      Right to Data Portability: You can request a copy of your data in a structured format.
      Right to Object: You can object to data processing based on legitimate interests or for marketing.
      Right to Withdraw Consent: You can withdraw consent for marketing communications at any time.
      To exercise your rights, please contact privacy@ukbathroomwarehouse.com. We will respond within one month as required by law.


      8. Data Security Measures
      We use SSL encryption to secure online transactions and data submissions.
      Personal data is stored in secure databases with restricted access.
      We implement access controls and regularly review security protocols.
      We monitor our systems for potential security breaches and take appropriate action.

      9. Marketing & Communication Preferences
      We will only send marketing communications if you have opted in.
      You can unsubscribe from marketing emails at any time by clicking the "unsubscribe" link or contacting us.
      Transactional emails (e.g., order confirmations, service updates) are necessary and cannot be opted out of.

      10. Cookies & Tracking (For Online Forms)
      Our website may use cookies to improve user experience.
      Cookies help us track form submissions, prevent fraud, and analyse website traffic.
      You can adjust cookie settings in your browser.
      For more details, see our Cookie Policy.


      11. Complaints & Contact Information
      If you have any concerns about how we handle your data, please contact:
      📧 Email: sales@ukbathroomwarehouse.com
      📞 Phone: 01491 832321
      📍 Address: Unit 1, Beadle Trading Estate, Hithercroft Road, Wallingford, OXON, OX10 9EZ, United Kingdom

      If you are not satisfied with our response, you can file a complaint with the UK Information Commissioner's Office (ICO):
      🔗 www.ico.org.uk


      12. Updates to This Policy
      We may update this policy from time to time. Any changes will be posted on our website and, where necessary, notified to you. Please review it periodically to stay informed.

      Last updated: 20/02/2025

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