Complaints Procedure

At SG Garden Supplies, we are committed to providing quality products and excellent customer service. If you feel we haven't met your expectations, we'd like the opportunity to put things right.

Your feedback helps us improve our products, services, and customer experience.

How to Make a Complaint

If you wish to make a complaint, please contact our customer support team.

To help us investigate your concerns quickly, please include:

  • Your full name

  • Your contact details

  • Your order number (if applicable)

  • A clear description of the issue

  • Any relevant photographs or supporting documents

  • The outcome you would like us to consider

Phone: +44 1482 216918

Our Response

We aim to acknowledge your complaint as soon as possible during normal business hours.

If further investigation is required, we'll keep you informed of our progress and explain any delays.

Investigation & Resolution

We will carefully review all relevant information before reaching a decision.

Where possible, straightforward complaints are resolved promptly. More complex cases involving delivery companies, suppliers, or manufacturers may require additional time.

Our goal is always to provide a fair and reasonable solution.

Escalating a Complaint

If you're not satisfied with our initial response, you may request that your complaint be reviewed again.

A senior member of our team will reassess the matter and provide a further response after considering all available information.

If We Cannot Reach an Agreement

If we are unable to resolve your complaint through our internal process, you may wish to seek independent advice or consider alternative dispute resolution options available under UK consumer law.

Further information may be available from organisations such as Citizens Advice or other recognised consumer dispute services.

Our Commitment

When handling complaints, we will always:

  • Treat every customer fairly and respectfully.

  • Investigate complaints objectively.

  • Communicate clearly throughout the process.

  • Work towards a reasonable and timely resolution.

  • Never discriminate against a customer for raising a genuine complaint.

Privacy

Any personal information you provide as part of a complaint will be handled securely and in accordance with our Privacy Policy and applicable UK data protection laws.

Contact Us

If you'd like to make a complaint or discuss a concern, please contact us.

SG Garden Supplies
24 Doncaster St
Hull HU3 3PE
United Kingdom

Phone: +44 1482 216918

Last Updated: August 2026