Complaints Procedure

We want to know if something's gone wrong, and to put it right as quickly as possible. This page explains how to raise a complaint with DR2U and what to expect.

How to complain

Email info@dr2u.co.uk with "Complaint" in the subject line, or write to us at 228, Church Lane, London, NW9 8SN. If you'd rather speak to someone, you can call us on 3423423423.

What to tell us

To help us look into things quickly, please include:

• Your order number, if your complaint relates to an order.
• Your name and the email address or phone number on your account.
• What happened, and what outcome you're looking for.
• Any relevant photos, screenshots, or documents.

What happens next

• Acknowledgement — we'll acknowledge your complaint within 2 working days of receiving it.
• Resolution — we aim to resolve most complaints within 10 working days. If a complaint is more complex and needs longer, we'll let you know and keep you updated on progress.
• Escalation — if you're not satisfied with how your complaint has been handled, you can ask for it to be escalated to a manager by replying to say so, or by emailing info@dr2u.co.uk marked "Escalation."

Alternative dispute resolution

If we're unable to resolve your complaint between us, you have the right to refer it to an approved Alternative Dispute Resolution (ADR) provider. ADR is a free or low-cost way to resolve disputes without going to court. We'll confirm an approved ADR provider relevant to your complaint if this stage is reached. You can also use the European Commission's Online Dispute Resolution platform if you made your purchase online: ec.europa.eu/consumers/odr.