Complaints Procedure

At Bowen’s Party Emporium, we’re committed to providing the very best service and ensuring every customer is delighted with their experience. However, we understand that sometimes things may not go exactly to plan — and if that happens, we’d really appreciate the opportunity to put it right.

How to Make a Complaint

If you’re unhappy with any aspect of our products or service, please let us know as soon as possible. You can contact us using any of the following methods:

Email: party@bowens-group.co.uk
Alternative Email: info@bowens-group.co.uk
Phone: 07539 735 139

Please include your name, contact details, event date (if applicable), and a brief description of your complaint so we can look into it quickly.

What Happens Next

Acknowledgement:
We’ll acknowledge your complaint within 2 working days of receiving it.

Investigation:
We’ll investigate your concerns thoroughly and may contact you for more information if needed. This helps us fully understand what went wrong and how we can resolve it.

Response:
We aim to provide a full response within 10 working days.
However, if your complaint involves external suppliers or third parties, it may take a little longer to complete our investigation. In such cases, we’ll always keep you updated on our progress and let you know when you can expect a final response.

Resolution:
Our goal is to resolve complaints fairly and promptly. Where a mistake has been made, we’ll apologise and take appropriate steps to put things right.

Further Action

If you’re not satisfied with the outcome, you can request for your complaint to be reviewed by another Director of the business. They will conduct an independent review of your complaint and provide a final response.