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Complaints Procedure

At SprocketsUK, we are committed to providing our customers with the best possible service. We take accountability and want to make sure we deliver on our promises, however we understand that sometimes things do not always go to plan, and we may need to put things right.

If things do not go to plan or you are not satisfied with any product or service, we have provided; our internal complaint handling procedures are there to support you and recognise your concerns. We take all complaints seriously and value customer feedback so that we can improve our service levels and offer the most appropriate products. We always aim to investigate complaints quickly, to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. If our service does not meet our usual high standards, we will take action to rectify the issue.

If you have any support needs or requirements, please let us know so we can provide further support throughout your complaint.

You can contact us via email or call us on 01304 840673

How Long Will It Take?

Whilst your complaint is being investigated, you will receive updates on the progress of the investigation via email/telephone/post (let us know which is best).

On the rare occasion that we are unable to resolve a complaint within eight (8) weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.

What To Do If We Can't Reach An Agreement

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can see if we can provide any more assistance.

If you are not satisfied with our response to your complaint or we have not provided a final response to your complaint within eight (8) weeks of receipt, you can refer the matter to the Financial Ombudsman Service. You must contact them within six (6) months of the date of our final response letter to you.

They can be contacted in the following ways:

  • Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Telephone: 0300 123 9123
  • E-mail:
  • Website: