Complaints Policy

At Baker Brothers, our aim is to provide all our customers with exceptional service and create memories to last a lifetime. However, we recognise that in some instances a customer may not be completely satisfied with a product or service we have provided, and we are committed to resolving any such complaint in a timely and effective manner. Should you wish to lodge a complaint with us, outlined below is our procedure and the steps to follow.

Our Process

• All complaints will be acknowledged within 24 hours, or 48 hours over Bank Holiday and Christmas periods, by our Boutique Manager or a senior member of the team.
• We will aim to resolve any complaint within 28 days or, if this timeframe is not sufficient, we pledge to keep the client informed of the progress of any resolution and give realistic timeframes of such resolution. 
• We are confident that we will be able to resolve any complaints in line with our dedication to excellent customer service, however if a satisfactory resolution has not been reached, our customers may exercise their rights to refer the matter to the appropriate governing body such as the Financial or Retail Ombudsman (details can be found at the bottom of this document). Customers have the automatic right to refer complaints to these bodies if an eight-week period has passed from the date of the original complaint and a satisfactory result has not been achieved. 

Our Responsibilities

• To ensure all customers have access to our complaints process, including vulnerable customers and those with special needs or requirements. The policy can be found on our website, or we are able to provide a copy in writing if required. 
• To provide our customers with a timely response and to handle all complaints in an efficient and fair manner with clear communication on progress at all stages. 

How to make a complaint

Please contact the boutique by any of the below methods: 

• Telephone 01234 352343
• Email us at [email protected] 
• By post to Baker Brothers, 11-13 St Peters Street, Bedford, Bedfordshire. MK40 2PN.

Our priority is to resolve your complaint as soon as possible and we will make every reasonable effort to do so at the initial point of contact. If further investigation or remedial work is required, we will endeavour to find a resolution within the time frames stated above. 

Further Contacts

The Financial Ombudsman

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

0800 023 4567

[email protected]

The Retail Ombudsman

Citizens Advice Consumer Service

03454 040506

www.ombudsman-services.org