Complaints Policy

Please contact us by any of the following routes:

• Email: complaints@wallplace.co.uk
• Your account dashboard (Disputes / Request Refund)
• Post: Wallplace, London, United Kingdom (please email us first for a postal address if you wish to write to us)

To help us investigate, please include your order number or account email, a clear description of the issue, the outcome you are seeking, and any supporting evidence (photographs, messages, tracking information).

• Acknowledgement: within 2 business days of receiving your complaint.
• Investigation: we will review the available evidence and contact any other parties involved. We aim to complete our investigation within 10 business days. Complex cases may take longer, in which case we will keep you informed.
• Resolution: we will propose a resolution, which may include a refund, replacement, apology, mediation, or other remedy appropriate to the circumstances.
• Record: we will keep a written record of every complaint, our investigation, and the outcome for at least 6 years.

If you are not satisfied with our response, you have the following escalation routes:

• Senior review: you may request a senior review within 14 days of our initial decision. Email complaints@wallplace.co.uk with the subject line “Senior Review Request” and your case reference.
• Independent guidance: Citizens Advice (citizensadvice.org.uk) offers free, impartial consumer advice.
• Alternative Dispute Resolution (ADR): you may refer your complaint to the Centre for Effective Dispute Resolution (cedr.com), a certified ADR provider. Wallplace is not currently a member of CEDR; it is named here as an available ADR body in accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. CEDR may charge a fee for their service and may decline to take on a case where Wallplace is not a member.
• Information Commissioner’s Office (ICO): complaints relating to how we handle your personal data can be raised with the ICO at ico.org.uk.
• Trading Standards: your local Trading Standards service can investigate unfair trading practices.
• Courts: you may take legal action through the courts of England and Wales. Nothing in this policy limits your statutory rights.