Complaints & Resolution
If something has gone wrong, please tell us
We want every customer to have a good experience with Penstripe.
If something has gone wrong, whether it relates to an order, artwork, delivery, product quality, communication or another part of our service, please let us know.
We would rather have the opportunity to put something right than leave a problem unresolved.
Our aim is to deal with complaints fairly, clearly and as quickly as we reasonably can. We normally acknowledge complaints within 4 working hours and aim to investigate and respond with a proposed solution within 24 working hours.
How to raise a complaint
The easiest way to raise a complaint is to contact your usual Penstripe sales or customer service representative.
Every customer has two dedicated points of contact: one member of our sales team and one member of our customer service team. Both remain available throughout the order process, so you always have someone familiar with your requirements who can help.
You can raise any concerns directly with either contact, or email us at info@penstripe.co.uk.
To help us understand and resolve your complaint, please provide as much relevant information as possible, including:
- Your name.
- Your school or organisation.
- Your order or invoice number, where relevant.
- A brief explanation of what has happened.
- What outcome you are looking for.
- Any photographs, emails or other information that may help us investigate.
Our contact details
Telephone: 0113 231 0995
Email: info@penstripe.co.uk
Address:
Penstripe
Adwalton House
Bruntcliffe Avenue
Morley
Leeds
LS27 0LL
You can also reach our team through our Contact Us page.
What happens after you contact us?
Once we receive your complaint, we will acknowledge it and begin reviewing the information you have provided.
We normally acknowledge complaints within 4 working hours.
Depending on the nature of the issue, our investigation may involve checking:
- Your quotation or order details.
- Approved artwork.
- Production information.
- Delivery information.
- Previous correspondence with our team.
- The condition or specification of the products supplied.
If we need any further information, we will explain what is required and why.
Our aim is to investigate your complaint and respond with a proposed solution within 24 working hours.
Some complaints may require additional investigation, particularly where products need to be inspected or information must be obtained from another party. If this happens, we will keep you informed of our progress and explain any delay.
Your usual sales or customer service contact will remain available to help throughout the process.
If your complaint is about an order or delivery
If your complaint involves damaged goods, incorrect products, missing items or a return, please contact us as soon as possible.
We will review the order details, establish what has happened and explain the next steps.
You can find further information about damaged or incorrect goods in our Returns, Refunds & Cancellations page.
For issues involving delivery dates, missing deliveries or delivery arrangements, please see our Delivery Information page.
If your complaint is about product quality
If you believe a product is defective, does not match the agreed specification or differs from the approved artwork, please let us know.
Where possible, provide photographs and details of the affected products so that we can investigate the issue.
We may need to inspect the products or review the agreed specifications and approved artwork before determining the appropriate resolution.
We take product quality seriously, and you can find further information about our approach on our Quality, Standards & Accreditations page.
How we resolve complaints
Every complaint is different, and the appropriate resolution will depend on the circumstances.
Where we identify that something has gone wrong, we will work with you to find a fair and reasonable solution.
Depending on the issue, this may include:
- Correcting an error.
- Replacing affected goods.
- Issuing a credit or refund where appropriate.
- Clarifying information or communication.
- Resolving a delivery or artwork issue.
- Agreeing another reasonable course of action.
Our aim is to resolve complaints promptly, ideally within our 24-working-hour response target, wherever the circumstances allow.
Any remedy relating to an order will also be subject to the applicable Terms & Conditions and your statutory rights.
If you are not satisfied with the outcome
If you are unhappy with our initial response or feel that your complaint has not been resolved satisfactorily, please let us know.
We will review the matter again, taking account of the original complaint, the investigation and the response already provided.
The Managing Director is our final internal escalation point for unresolved complaints.
If your complaint cannot be resolved by your usual sales or customer service contacts, it can be referred to the Managing Director for further consideration.
You do not need a separate email address to request an escalation. Simply contact your usual Penstripe representative or email info@penstripe.co.uk, explaining that you would like the matter reviewed.
We will make sure your concerns are passed to the appropriate person.
Our aim is to ensure every complaint receives proper consideration and that you receive a clear explanation of our final position.
QUALITY ASSURED
Our approach to complaints
We treat complaints as an opportunity to improve.
Feedback from our customers helps us identify where our communication, processes, product quality or service could be better.
Having dedicated sales and customer service contacts means we can maintain continuity throughout an order and respond to problems with a clear understanding of each customer’s requirements.
Whether an issue is straightforward or more complex, we aim to handle every complaint respectfully, consistently and fairly.
Contact us
If something has gone wrong, please get in touch. We want to understand the problem and work with you to resolve it.
You can speak directly to your usual Penstripe sales or customer service contact, or reach us using the details below.
Telephone: 0113 231 0995
Email: info@penstripe.co.uk