Complaints Handling Policy

Last updated 3 September 2026.

Our commitment

We are committed to dealing with complaints efficiently and fairly, and to working with our customers to resolve them rather than around them.

How to make a complaint

Email theteam@industrytoolsonline.co.uk. Please include your order number and as much relevant detail as you can: what was ordered, what happened, and what you would like done about it.

What happens next

Your complaint is recorded and passed to a person to deal with. You will get a response from that person setting out the steps taken to investigate and suggesting a fair and reasonable way to resolve it. We respond as quickly as we can, and we will tell you if something is going to take longer.

If you are still not satisfied

Say so, in the same thread. Complaints that are not resolved at the first response are escalated rather than closed.

Your information

We keep a record of every complaint and its outcome so that we can see the patterns and fix the causes. That information is handled in line with our privacy policy.