Complaints Procedure

Last updated: 17 August 2026

If something has gone wrong, we want the chance to fix it. This is exactly how a complaint is handled.

Step 1 — Tell us

Email support@oncareful.co.uk with the subject line "Complaint", or call +44 7767 470368 (Monday to Friday, 9:00–17:00 UK time). Please include:

Your order number
What went wrong, and when
Any photographs or correspondence that help explain it
What outcome you are looking for

Step 2 — Acknowledgement

We aim to acknowledge every complaint within 2 business days and to give you a named point of contact.

Step 3 — Investigation and resolution

We aim to resolve complaints within 14 days of acknowledgement. Where a complaint involves a courier or supplier and takes longer, we will tell you why and keep you updated at least every 14 days until it is closed.

Step 4 — If you are still not satisfied

Ask for your complaint to be reviewed — reply to our response and say you would like it escalated. A different member of the team will review the case and respond to you in writing.

Independent help and advice

You can get free, independent consumer advice from Citizens Advice:

Consumer helpline: 0808 223 1133
citizensadvice.org.uk/consumer

If a complaint about goods or a refund cannot be resolved with us, you may also be able to refer the matter to a certified alternative dispute resolution (ADR) provider, or pursue the matter through the courts. Using our complaints procedure does not affect your statutory rights.

Payment disputes

If your complaint concerns a payment, please contact us first — most payment problems are resolved faster directly than through a card dispute, and we will always refund what is properly owed.