We want all our customers to be satisfied with the service we provide. If something has not met your expectations, please let us know. Your feedback gives us the opportunity to put things right and helps us improve our service for everyone.

What We Do

No matter how you choose to contact us, we will listen carefully and do our best to resolve your complaint promptly and fairly.

We aim to resolve all complaints within 10 working days. If we need more time to investigate, we will keep you informed of our progress and explain any delays.

How to Get in Touch

There are three ways to contact us.

Telephone: Often the quickest way to resolve an issue is by speaking to us directly on 01306 733960.

Email: If you would prefer to contact us in writing, please email [email protected]

Post: You can also write to us at: Vinescapes, Unit 14 Dunley Hill Court, Dorking, Surrey, RH5 6SX

Please allow additional time for postal delivery when considering our response times.

Opening hours: 8:30am to 4:30pm (UK time), Monday to Friday, excluding Bank Holidays.

To help us investigate and resolve your complaint as quickly as possible, please provide:

• Your name
• Your email address
• A description of your complaint
• What you would like us to do to resolve the matter
• A daytime telephone number and the best time to contact you

If we need to discuss any confidential information with you, we may contact you by telephone.

If We Haven’t Resolved Your Complaint

If you are dissatisfied with our response, please let the person handling your complaint know.

We will review your concerns again to see whether there is anything further we can do. Once we have completed our review and considered all aspects of your complaint, we will send you our final response.

Updated 10.09.2026