Complaints Policy
At Prime Coffee Suppliers, we are committed to delivering exceptional products and outstanding customer service. However, we understand that sometimes things don’t go as expected. If you’re unhappy with any aspect of your experience, we want to hear from you - and we’ll do our best to make it right.
We take all complaints seriously and treat them as an opportunity to learn and improve.
How to Make a Complaint
You can submit a complaint by:
- Email: support@primecoffeesuppliers.co.uk
- Phone: 0333 090 3477
Please include:
- Your full name and contact information
- Your order number (if applicable)
- A clear description of the issue
- Any supporting evidence (e.g. photos or correspondence)
Our Complaints Handling Process
We follow a clear two-stage complaints process to ensure every concern is handled thoroughly and fairly.
Stage 1 – Frontline Resolution
Most complaints can be resolved quickly by our team.
- We will acknowledge your complaint within 1 working day
- A full response and proposed resolution will be provided within 5 working days
If you’re happy with our response, your complaint will be closed and the outcome recorded.
If not, you can request escalation to Stage 2.
Stage 2 – Complaint Investigation
If your complaint is more complex or you remain dissatisfied with the Stage 1 outcome:
- We will acknowledge your Stage 2 complaint within 1 working day
- A further investigation will take place
- We will provide a final decision and proposed resolution within 10 working days
If further steps are available after Stage 2, we will inform you of your options.
Our Commitment to You
- We will treat your complaint fairly and with respect
- It will be handled by someone impartial and appropriately trained
- You will receive clear and timely communication throughout
- Your feedback will be used to improve our products and service
Contact Us
For questions or support related to complaints, please contact: support@primecoffeesuppliers.co.uk