Complaint Handling
Complaint Handling Procedure
How to Make a Complaint
At Pivenor, we are committed to providing high-quality products and services. If you have a complaint, please contact us via email at pivenor@outlook.com or by phone at +44 70 2113 1560. To help us address your complaint efficiently, please include the following information:
- Your name and order number (if applicable)
- A clear description of the issue
- The outcome you are seeking
- Any supporting evidence (photos, screenshots, etc.)
What Happens Next
We will acknowledge your complaint within 2 working days. Our team will investigate your complaint thoroughly, and we aim to provide a full response within 14 working days. If your complaint is complex and requires more time, we will let you know and provide a revised timeline.
Escalation
If you are not satisfied with our initial response, you may request escalation to a senior member of our team. Please contact us again at pivenor@outlook.com or by phone at +44 70 2113 1560. We will review the escalated complaint and respond within a further 14 working days.
Alternative Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it without going to court. You can find a list of certified ADR providers at: https://www.tradingstandards.uk/. You can also contact Citizens Advice consumer service at https://www.citizensadvice.org.uk/consumer/ or call 0808 223 1133 for free, impartial advice.
Returns and Faulty Goods
If your complaint relates to a return, cancellation, or faulty item, please refer to our Returns, Cancellation & Refund Policy for specific processes and timescales.
Last Updated: April 2026