Complaints Procedure

We put customer service and commitment to our customers at the centre of our business. We always strive to get our products, service and support right the first time, every time.

Occasionally, our products, service or support may fall short of our own high standards. If this happens we’d really like to know as not only does it allow us to investigate the issue, explain why it has happened and apologise, it also helps us to improve our products, service and support to get it right next time.

Most complaints can be dealt with by our front line team members in our Customer Services Team. They will do their very best to resolve the matter quickly, to your satisfaction.

If you think your complaint has not been fully resolved, please follow the steps below by either emailing or writing to us by post.

Submitting Your Complaint By Email

If you choose to email us, please send your email to helpdesk@twins.co.uk with the following subject line: Complaint In Line With Complaints Procedure. You will receive an automated acknowledgement followed by a response. We will aim to respond to your complaint within 14 days of receipt.

For your complaint to be properly registered, please provide the following information:

1. Your full name (as it is shown on your order)
2. Your order number
3. The product or service that you have ordered
4. Your preferred contact details; email address, phone number or postal address
5. Details of the complaint (along with the names of any of our staff that you spoke to at the time if you are able to provide them)

Submitting Your Complaint By Post

If you choose to write to us by post, please address your letter to the following address:

Complaint In Line With Complaints Procedure
Twins.co.uk,
Unit 6 Union Court,
Union Road,
London,
SW4 6JP

For your complaint to be properly registered, please provide the following information:

1. Your full name (as it is shown on your order)
2. Your order number
3. The product or service that you have ordered
4. Your preferred contact details; email address, phone number or postal address
5. Details of the complaint (along with the names of any of our staff that you spoke to at the time if you are able to provide them)

Our Response

We will aim to respond to your complaint within 14 days of receipt.

If it is not possible to respond to your issue within 14 days of receipt, we will explain why, and give you a date by which you can expect to receive a response.

We hope to be able to resolve your complaint quickly and effectively.