Customer Complaints Procedure
How to complain and what we will do · Hull Storage & Interiors Ltd
We want to know when we have got something wrong. This procedure explains how to complain, what we will do and how long it should take.
- Document
- HSIL-POL-011
- Version
- 2.0
- Issued
- 01/10/2026
- Next review
- 01/10/2027
- Policy owner
- James Smith
- Approved by
- James Smith
- Applies to
- Customers
- Status
- Current
1. Tell us
Most problems can be sorted out quickly by the person who dealt with your order. Please contact us as soon as you can.
| How | Details |
|---|---|
| Telephone | 01482 218060 |
| sales@hsil.co.uk | |
| Post | The Directors, Hull Storage & Interiors Ltd, Taurus House, Valley Drive, Kirk Ella, East Yorkshire, HU10 7PW |
Please give your order or invoice number, what has gone wrong and what you would like us to do. Photographs help with damaged or incorrect goods.
2. Damaged, missing or incorrect goods
Please check deliveries when they arrive and note any damage on the carrier’s paperwork. Tell us in writing within 3 days of delivery, so that we can claim from the carrier or supplier.
3. What we will do
| Step | What happens |
|---|---|
| Acknowledge | We aim to confirm that we have your complaint within 3 working days. |
| Investigate | We look into it, with our supplier, carrier or installer where needed. |
| Reply | We aim to reply in full within 10 working days. If we need longer, for example while a supplier investigates, we tell you why. |
| Put it right | Where we are at fault we repair, replace or refund, as our Conditions of Sale and the law provide. |
4. If you are not satisfied
Ask for your complaint to be reviewed by a director. This procedure does not affect your legal rights.
5. Other complaints
Complaints about how we have used your personal information are handled under our Data Protection Complaints Procedure.