Complaints Policy

Our commitment

We will treat complaints seriously, fairly and respectfully. We will listen to the concern, review the available information and explain our decision in clear language.

Making a complaint will not affect the standard of service you receive from us. We will make reasonable adjustments to the process where a customer needs help communicating with us.

Although our orders are intended for business customers, this policy applies to anyone who wants to complain about an interaction with Equipment Bazaar.

How to make a complaint

The quickest way to make a complaint is through our Contact Our Team form. Select Complaint as the enquiry type, continue to your email app and send the prepared message so the complaint reaches our team.

You may also email Email our team, call us on 0121 359 6124 during our opening hours, or write to the Birmingham address shown below. If you complain by telephone, we may ask you to confirm important details in writing so there is an accurate record.

Information to include

Please give us your full name, business name, preferred contact details and any relevant order, invoice, product, SKU or serial number.

Describe what happened, the date it happened, who you have already spoken to and how the problem has affected you. Tell us what resolution you would like us to consider.

Include relevant photographs, video, delivery paperwork or previous correspondence where available. Please keep original packaging when the complaint concerns transit damage. Do not send sensitive payment-card details.

How we will handle your complaint

We will record the complaint, check the facts and identify the person best placed to investigate it. The review may include order records, messages, delivery information and relevant product or supplier details.

We may contact you for more information or ask a courier, manufacturer, warehouse or service partner for evidence needed to reach a fair decision. We will share only the information reasonably required for that purpose and handle personal data in line with our Privacy / Personal Data notice.

Where practical, we will keep you informed through your preferred contact method.

Response times

We aim to acknowledge a complaint within 2 working days. Working days for these response targets are Monday to Friday, excluding public holidays. Opening hours: Monday–Friday, 10am–5pm.

We aim to send a full response within 10 working days after receiving the information needed to investigate. If the matter is complex or depends on information from another organisation, we will explain the delay and provide a revised response date.

If we can resolve the concern sooner, we will do so. These targets are service aims and do not reduce any applicable contractual or statutory time limit.

Possible outcomes

Our response will summarise the complaint, explain what we found and set out any action we propose. Depending on the circumstances and the applicable contract or law, this could include an explanation, apology, correction, technical support, parts, repair, replacement, refund, credit or another suitable remedy.

A complaint does not automatically guarantee a particular outcome. Product returns, refunds, delivery damage and warranty requests remain subject to the relevant terms and evidence. See our Returns & Refunds and Warranty Service pages for those processes.

If you remain dissatisfied

If you are unhappy with our response, reply and ask for a senior review. Please explain which part of the decision you disagree with and provide any new information you want us to consider.

Where practical, the review will be completed by someone who was not responsible for the original decision. We will then send our final response, explain the outcome and identify any further option that applies to the matter.

Nothing in this policy limits a contractual or statutory right or prevents you from seeking independent advice.

Privacy and complaint records

We use complaint information to investigate and respond, maintain appropriate business records, meet legal obligations and improve our products and service.

Access is limited to people who reasonably need the information. We retain records only for as long as required for the complaint, our legitimate business needs and any applicable legal or contractual requirement. More information is available in our Privacy / Personal Data notice.