How to make a complaint

We want you to be happy with what we do. If something has gone wrong, please tell us — we'd rather hear about it and put it right.

How to get in touch

Email us at hello@ur.co.uk or write to us at:

Buyur Ltd, 11-15 Lancaster Fields, Crewe, CW1 6FF

It helps if you can include:

• your name and the best way to contact you
• any order, account or reference number
• what happened, and when
• what you'd like us to do to put it right

What happens next

Within 3 working days — we'll acknowledge your complaint so you know it's reached the right person.

Within 10 working days — we'll look into what happened and come back to you with our response and what we plan to do about it.

If we need more time — because we need to speak to someone who's away, for example — we'll tell you before the 10 days are up, explain why, and give you a date by which you'll hear from us. That will be no later than 20 working days from when you first got in touch.

If you're still not happy

Just reply and say so. We'll have someone who hasn't been involved so far take a fresh look and get back to you within 10 working days.

Nothing in this process affects your statutory rights.

Keeping track

We log every complaint we receive and review them regularly.