Complaints procedure

At Vale Logs we take pride in the quality of our firewood and service. If something goes wrong, we want to put it right quickly and fairly.

How to Make a Complaint

If you are unhappy with your order or our service, please get in touch:

• 📧 Email: sales@valelogs.co.uk

• 📞 Phone: 07376834946

• 🌐 Contact form: www.valelogs.co.uk/contact

When contacting us, please include your order number (if you have one), the date of delivery, and details of the issue. Photos are really helpful if there is damage or quality concerns.

What Happens Next

· Acknowledgement: We’ll confirm we’ve received your complaint within 3 working days.

· Investigation: We’ll look into what happened and may contact you for more details.

· Response: You’ll receive a full reply within 7–14 working days with our findings and proposed solution (such as a replacement, refund, or discount).

If You’re Not Happy With the Outcome

If you’re still not satisfied, you can ask for your complaint to be reviewed by a senior member of our team.

External Help

If you remain unhappy after we’ve reviewed your complaint, you’re entitled to seek independent advice or support from Citizens Advice or Trading Standards.

Our Commitment

We log and review all complaints to improve our service. Your feedback helps us do better.