Complaints Policy

If there’s any aspect of our service or products that doesn’t meet your expectations, you can reach out to us in the following ways:

• Phone: 01536 480 506
• E-mail: complaints@dektonoutdoors.co.uk
• Postal & Visitor Address: Brakehill Farm, Grafton Road, Brigstock, Northants, NN14 3NB

We are committed to ensuring every customer is satisfied with our products and service. If you experience any issues, we welcome your feedback so we can take action to make things right. While we always aim for excellence, we understand that occasional challenges may arise, and addressing them promptly is our priority.

We want to:

• Make it easy for you to tell us what went wrong;  
• Give your complaint the attention it deserves;
• Resolve your complaint fairly without delay;
• Make sure you are satisfied with how your complaint was resolved.

Our priority is to resolve your concerns as quickly as possible. In some instances, additional time may be needed for a thorough investigation, but we will keep you informed along the way. If you’d like an update, you can contact us and speak to the team member managing your case. For more complex matters, we will contact you within 10 business days to provide an update and outline the next steps.

• Complaints Handling Procedure -Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you again

If we can’t agree a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
• Issue our final decision letter which will explain our final position
• Through a mediation service to resolve the matter