Complaints Policy

How can I contact the complaints team?

Call:
0330 026 2728
*Cost will be no more than a local call from a landline, and calls made from a mobile phone will be included in your inclusive minutes or discount scheme.

Telephone Line Opening Hours
Monday to Friday 9.00am to 5.30pm
Saturday & Sunday 9.00am to 1.00pm GMT

Post:
Customer Services, Bonmarche, Jubilee Way, Grange Moor, WF4 4SJ

What Information do you need for a complaint?

Provide as much information as possible (including your order number and Bonmarche registered email), so our team can support you right away.

Once we’ve received your query, the relevant team will get back to you as soon as possible. During busy times however, this may take a little longer.

All our teams that can resolve your query specialise in Customer Care, so rest assured that you’re connecting with the right team.

How long will it take to answer my complaint?

The Customer Services Team will acknowledge your complaint within 3-5 working days.

For standard refunds or exchange issues visit https://www.bonmarche.co.uk/delivery-and-collection/delivery-and-collection.html

For more complex issues we aim to respond to you within 10 working days.

What if I am not happy with your decision?

If you are not happy with the decision of the Customer Services Team you may ask for it to be reviewed by the Company Secretary.

The Customer Services Team may pass issues of a complex or unusual nature directly to the Company Secretary.

The Company Secretary will acknowledge the receipt of the complaint within 5 working days.

How do I contact Paypal?

You can reach Paypal using the following website:
www.paypal.com/uk/cshelp/contact-us

Please find our frequently asked questions below.
Still can’t find what you are looking for? Contact our friendly UK based Customer Service Team.