Flava Complaints

Complaints Policy

We always endeavour to treat our customers fairly and deliver a high level of service in all areas. If for any reason you are unhappy with the service provided, we would encourage you to discuss your concerns with us.

If you are unable to resolve the matter by speaking to us, or if you would prefer your complaint to be dealt with by someone else, you can raise your concerns with our dedicated complaints handling team by:

• Sending a letter to: Complaints, Flava Supermarket Limited, Mission Mill, Bawtry Road, Mission, South Yorkshire, DN10 6DP
• Sending an e-mail to: complaints@flava.co.uk; or
• Calling us on01909 499492 between the hours of 9:00 am and 17:30 pm.

In order to assist us in dealing with your complaint fully and as quickly as possible please ensure any communication you send us contains as much detail about your complaint as possible. You should ensure you include your order number, your full name, address and details of how you would like to receive your response.

We endeavour to acknowledge all complaints within 5 days of their receipt.

We aim to send you a Final Response within 4 weeks of the receipt of your initial complaint and we are obliged to send this within 8 weeks. If we are unable to provide you with a Final Response within this period, we will:

i) Inform you and let you know when you can expect one;

ii) Let you know why we are not in a position to send one; and

iii) Provide details of recourse to the Financial Ombudsman Service

If you are not satisfied with the Final Response or with the complaints process generally you may refer your complaint to the Financial Ombudsman Service. The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Please note that the Financial Ombudsman Service will only step in once we have had the opportunity to investigate matters fully.