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Our Customer
Complaints Policy
At FB The Wholesaler, we view every complaint as a chance to put things right and an invaluable opportunity to learn and improve for the future. If any aspect of our service has fallen short of your expectations, we want to hear about it so we can rectify it swiftly and fairly.
1. How to Get in Touch
Phone
02392 502 923
pOST
FB The Wholesaler
Unit C5, Heritage Business Park
Heritage Way, Gosport
Hampshire, PO12 4BG
2. Immediate Resolutions for Everyday Issues
The vast majority of day-to-day issues can be resolved immediately by speaking directly with our team. Our standard procedures for common problems are outlined below:
Incorrect or Missing Items: Please contact our warehouse as soon as possible. Wherever possible, we will aim to correct your order within that day's delivery window. If this is not feasible, we will arrange a replacement delivery or collection for the following day, or issue a credit note.
Substandard or Damaged Produce: Our policy is always to replace the goods or issue a full refund, depending on your preference.
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If noticed at the point of delivery: Please inform your driver. They will contact the warehouse straight away to see if a replacement can be sent out within that day's delivery window, or arrange it for the following day.
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If noticed after delivery: Contact the warehouse or visit our shop directly, and we will arrange an immediate replacement or a credit on your account.
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Prepared items: For produce originating from our prep room, we may kindly ask you to retain the product so our driver can collect it for quality control assessment.
Deliveries Outside Your Set Window: If your deliveries are consistently arriving outside your required time slot, please let us know so that we can review and adjust our delivery routes.
3. Our Formal Review Process
If your complaint requires a deeper investigation or involves a more complex matter, we follow a structured, two-stage process to ensure it is handled fairly, sensitively, and in strict confidence.
1. Stage One: Investigation & Action: Acknowledged within 5 working days.
Our management team will log and thoroughly investigate the matter. If it cannot be resolved on the spot, we will send you an acknowledgement within 5 working days, letting you know exactly who is handling your case. You will receive a definitive, written reply within four weeks, outlining our findings and any corrective action taken.
2. Stage Two: Director Review: Final Appeal.
If you feel the issue has not been satisfactorily resolved at Stage One, you can request that your complaint be escalated to Director level. A Director will acknowledge your request within 5 working days and carry out an independent review of the facts. You will receive a final, definitive response within four weeks.