Complaints Handling Policy

Last updated: 1 January 2026

Our commitment

We aim to resolve every complaint fairly, transparently and as quickly as possible. We treat every complaint as an opportunity to improve our service.

How to complain

Send your complaint by email to [email protected] or by post to our registered office. Please include your order number, contact details and a description of the issue.

Response times

• Acknowledgement: within 2 working days of receipt.
• Substantive response: within 10 working days.
• Complex investigations: a full response within 28 working days, with regular updates.

Escalation

If you are not satisfied with our final response, you may refer your complaint to The Retail Ombudsman (retailombudsman.org.uk) or use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.

Record keeping

We keep a record of every complaint and the action taken for 24 months in line with ICO guidance.

Contact

Email: [email protected]
Customer support: [email protected]
Telephone: +44 (0) 20 4525 7188 (Mon–Fri, 9:00–17:30 GMT)
Postal address: BigNomad Trading Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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