At 5 Industrial, we are committed to providing our customers with the highest quality products and services. However, we understand that there may be occasions where our customers are not satisfied with our service, and we take complaints very seriously. Our Complaints Policy is designed to ensure that all complaints are handled fairly, efficiently, and effectively.

Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether it is written or verbal, from a customer about our products or services.

Making a Complaint

Customers can make a complaint by contacting us via telephone, email or in writing using the following contact details:

5 Industrial
35 Robin Ct,
Kidderminster DY10 4UJ
01562 261005

When making a complaint, customers should provide their name, contact details, and a clear explanation of the issue they have experienced.

Complaints Handling Process

All complaints will be acknowledged in writing within 5 working days of receipt. We will then investigate the complaint and aim to provide a full response within 28 days. If we are unable to resolve the complaint within 28 days, we will provide a progress update to the customer and let them know when we expect to provide a full response.

Complaints Escalation

If a customer is not satisfied with the response they receive, they may escalate their complaint to a member of senior management. Senior management will review the complaint and provide a final response within 14 working days.

Recording Complaints

All complaints will be recorded and tracked to ensure that we can monitor and improve our service. We will also use the information from complaints to identify any recurring issues and take appropriate action to prevent them from happening again in the future.


All complaints will be handled in confidence, and customer data will be processed in accordance with our Privacy Policy.

Learning from Complaints

We will use all feedback from complaints to improve our products and services, and to ensure that we are meeting the needs of our customers.

Contact Information

If you have any questions or concerns about our Complaints Policy, please contact us at:

5 Industrial
35 Robin Ct,
Kidderminster DY10 4UJ
01562 261005

We aim to continually improve our service and welcome any feedback you may have.
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