Complaint Handling

Complaint Handling Procedure

At Enzmere, we are committed to providing high-quality products and services. However, if you are not satisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and effectively.

How to Make a Complaint

If you wish to make a complaint, please contact us via email or phone:

Please include the following information in your complaint:

  • Your name and order number (if applicable)
  • A clear description of the issue
  • What outcome you are seeking
  • Any supporting evidence (photos, screenshots, etc.)

What Happens Next

We aim to acknowledge your complaint within 2 business days. We will investigate your complaint thoroughly and aim to provide a full response within the same timeframe. If your complaint is complex and requires more time, we will let you know and provide a revised timeline.

Escalation

If you are not satisfied with our initial response, you may request escalation to a senior member of our team. Please contact us via:

We will review the escalated complaint and respond within 2 business days.

Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it without going to court. You can find a list of certified ADR providers at: https://www.tradingstandards.uk/

You can also contact Citizens Advice consumer service at https://www.citizensadvice.org.uk/consumer/ or call 0808 223 1133 for free, impartial advice.

Returns and Faulty Goods

If your complaint relates to a return, cancellation, or faulty item, please refer to our Returns, Cancellation & Refund Policy for specific processes and timescales.

Last Updated: July 2026