1. Our aim
We want to resolve concerns fairly, promptly and in plain language. Making a complaint does not affect your statutory rights or prevent you from using another legal remedy.
2. How to complain
Email support@g-stores.co.uk with the subject “Complaint”. Include your name, order or quote number, what happened, the outcome you are seeking and any useful evidence. If email is not suitable, write to G-Stores Limited, 19 A Nithsdale Street, Glasgow, G41 2PZ, United Kingdom. Please do not send returned goods to that address unless instructed.
3. What happens next
We aim to acknowledge a complaint within two working days and provide a substantive response within 14 calendar days. Complex investigations may take longer; if so, we will explain the reason and give an updated timescale.
4. Review and escalation
If you disagree with the first response, reply and ask for a review, explaining what remains unresolved. A different person will review it where reasonably possible.
5. Alternative dispute resolution
If a consumer dispute reaches deadlock, we will provide information about an appropriate certified alternative dispute resolution provider and tell you whether we agree or are required to use that process. You may also seek independent guidance from Citizens Advice consumer service or your local Trading Standards service.
6. Privacy complaints
For a concern about personal information, contact us first at support@g-stores.co.uk. If you remain dissatisfied, you may complain to the Information Commissioner's Office at ico.org.uk.