Every concern
deserves a response.

Taking your concerns seriously

ALMONDSBURY FORGE LIMITED aims to deal with customer concerns fairly, consistently and respectfully. If something about your order or our service has not met the agreed arrangements, we want to understand what happened and explain the appropriate next steps.

We will review the information available, communicate clearly and consider a proportionate response based on the circumstances, the order agreement and applicable law.

What you can complain about

You may raise a complaint about any aspect of an order or our handling of your enquiry, including:

• Product quality, condition or damage on arrival.
• Goods that appear inconsistent with the confirmed order or agreed specification.
• Bespoke dimensions, design details or other agreed requirements.
• Order preparation, dispatch or delivery arrangements.
• Communication, quotation information or order administration.
• Cancellation, return or refund handling.
• Other concerns about our products or customer service.

If you are unsure whether your concern is a complaint, contact us and explain the situation. We will help identify the appropriate way to review it.

How to raise a concern

Please contact us by email or through our Contact page. Written details help us understand the issue and maintain an accurate record of the review.

Where possible, include the following information:

• Your name and preferred contact details.
• Your order reference, if applicable.
• The product or service concerned.
• A description of what happened and why you are dissatisfied.
• Relevant dates, correspondence or photographs, where available.
• The outcome you would like us to consider.

Please provide only information relevant to the complaint. Do not send payment card security codes or other unnecessary sensitive information.

If you cannot provide all the details listed above, you may still contact us. We will consider the information available and ask for clarification if reasonably necessary.

What happens after you contact us?

The review will be proportionate to the nature and complexity of the complaint. Where appropriate, we may discuss a practical resolution with you before reaching a final outcome.

When will we respond?

We aim to acknowledge complaints within 5 working days of receipt and provide a substantive response within 10 working days where practicable.

These are our internal service targets, not statutory deadlines. More complex matters may require additional investigation, particularly where a product inspection, delivery-provider information or clarification of a bespoke specification is needed.

If we expect the review to take longer, we aim to tell you why and provide an updated estimate of when you can expect a further response.

How we may resolve a complaint

The appropriate response depends on the facts, the terms agreed for the order and applicable legal requirements. Depending on the circumstances, possible next steps may include:

• Providing clarification or correcting an administrative error.
• Explaining the agreed product specification or delivery arrangement.
• Discussing an appropriate remedy for damaged, faulty or incorrect goods.
• Reviewing whether repair, replacement, return or refund arrangements are applicable.
• Agreeing another reasonable resolution where appropriate and lawful.

We will explain the outcome and any action we have agreed to take. A proposed resolution will not be treated as accepted by you unless acceptance is required and properly established under the applicable agreement or law.

Where we cannot uphold a complaint, we will explain the reasons based on the information available.

If you remain dissatisfied

If you are unhappy with our response, reply to the correspondence explaining which part of the outcome concerns you and provide any additional relevant information.

We will review the points raised and consider whether further clarification or a revised response is appropriate. We cannot guarantee that the original decision will change, but we will consider the additional information fairly.

If the matter remains unresolved, you may wish to seek independent consumer advice or consider the dispute resolution options available to you. The appropriate route depends on the type of dispute and whether a relevant independent scheme is available.

We do not claim membership of an alternative dispute resolution scheme unless this has been specifically confirmed and disclosed to you.

Complaints and legal rights

This policy describes our internal process for handling complaints. It does not replace the contract for your order or the legal rights available to you.

Where applicable, consumer rights may cover the quality of goods, whether they match their description, whether they are fit for an agreed purpose and the remedies available if they do not meet the relevant requirements.

Raising a complaint with us does not automatically pause statutory time limits or other legal deadlines. If you are concerned about a deadline, consider obtaining independent advice.

How complaint information is handled

We use the information you provide to understand, investigate and respond to your complaint, maintain relevant business records and meet applicable legal obligations.

Information will be handled in accordance with applicable data protection requirements and our Privacy Policy. We will seek to limit access to information to what is reasonably necessary for handling the matter.

Relevant records may be retained for a period appropriate to the nature of the complaint, legal obligations and the need to establish or defend legal claims.