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Conella Ltd

We aim to provide you with excellent service and high-quality products at all times. However, if you are unhappy with any part of your experience with us, we want to hear from you so we can put things right quickly and fairly.

Step 1 – Let Us Know

If you have a complaint or concern, please get in touch with our Customer Care Team as soon as possible. You can contact us in one of the following ways:

By email:
📧 info@conellaholdings.com

By phone:
📞 03333 703256
(Monday to Friday, 9am–5pm)

By post:
Conella Ltd
Customer Care Team
Conella Ltd, PO Box 247, Exmouth, EX8 9DL

Please include the following in your complaint:

• Your full name and contact details
• Order number (if relevant)
• A clear description of your concern
• Any relevant supporting documents or photos

Step 2 – Our Response

We take all complaints seriously and aim to:

• Acknowledge your complaint within 2 working days
• Provide a full response or resolution within 7 working days

If your issue is more complex and we need more time to investigate, we will keep you updated regularly on our progress and aim to resolve the issue within 14 working days.

Step 3 – Escalation

If you're not satisfied with our initial response, you can request that the matter be escalated to a member of our senior management team. We will review the case and provide a final response within 7 working days of escalation.

Step 4 – Independent Advice

If, after following our complaints process, you are still not satisfied, you may wish to seek independent advice.

Your Rights

This complaints procedure does not affect your statutory rights under UK consumer law.