Complaints Policy

At Pebble Grey, we take customer service seriously. Whilst we aim to get everything right first time, we understand that occasionally things go wrong. If you have a complaint, we want to hear from you so we can resolve it as quickly as possible.

Stage 1 — Contact us

In the first instance, please contact our customer service team with as much detail as possible about your complaint:

  • Email: support@pebblegrey.co.uk
  • Phone: 01977 522021 (Monday to Friday, 9am–5pm)
  • Post: Customer Services, Pebble Grey Ltd, Unit 7 Speedwell Road, Whitwood, Castleford, WF10 5PY

Please include your order number, a description of the issue, and any supporting photos or evidence. We aim to respond to all complaints within 2 working days.

If we cannot resolve your complaint at first contact, or if your issue requires further investigation, we will keep you updated throughout the process and aim to provide a full resolution within 5 working days.

Stage 2 — Escalation review

If you have already contacted us and you are not satisfied with the outcome, you can request a formal review. Your complaint will be escalated to our Customer Experience team, who will review the case independently. Please provide:

  • Your original complaint reference or ticket number
  • All previous correspondence with our team
  • Any additional information you would like considered

We will acknowledge your escalation within 2 working days and aim to provide a final response within 14 working days. We will explain our decision clearly, including what steps we have taken to investigate and resolve the matter.

External escalation

If you remain dissatisfied following our Stage 2 review, you can seek free, independent advice from the following organisations:

  • Citizens Advice: citizensadvice.org.uk or call 0808 223 1133
  • Trading Standards: contact via Citizens Advice
  • For disputes related to payment or finance: the Financial Ombudsman Service at financial-ombudsman.org.uk

Our commitment

We are committed to learning from complaints and using your feedback to improve our service. If you have a suggestion rather than a complaint, please use our feedback form at pebblegrey.co.uk/pages/feedback — we read every submission.