Your satisfaction is our priority, and we strive to make every visit to our store a positive one. If you’re not completely satisfied with a product or service, please let us know—we’re here to help. You can speak to any of our team members in-store, who will be happy to assist, or reach out to us directly by email (theteam@broughtonmarket.co.uk) or phone (0131 557 0111). We’re committed to listening, resolving any issues swiftly, and ensuring you have the best experience possible.

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For faster assistance, please bring a receipt if available, as this helps us investigate more efficiently. If a receipt isn’t available, we may ask for additional details to check through our system, and possibly CCTV, to ensure we address your concerns thoroughly. Thank you for helping us serve you better.

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The Broughton Market Company Limited Complaint Handling Procedure

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1. Acknowledgement
Upon receipt of your complaint, we will confirm acknowledgement within 2 working days to meet our commitment to UK consumer protection standards.

2. Investigation
We will carry out a full investigation, aiming to resolve the issue within 5 working days of receiving your complaint, in line with UK law requirements for timely and fair resolution.

3. Communication
Throughout the investigation process, we will keep you informed of our progress, ensuring transparency and compliance with UK consumer rights to clear communication.

4. Resolution
Once the investigation is complete, we will inform you of our findings and offer any appropriate resolutions in accordance with UK consumer law.

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Policy Amendments
The Broughton Market Company Limited reserves the right to update this Complaint Handling Procedure to remain in compliance with any changes in UK law. Amendments will take effect immediately upon posting on our website or other customer-facing platforms.

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Agreement to Terms
By using the services or purchasing the products of The Broughton Market Company Limited, you acknowledge and accept the terms of this Complaint Handling Procedure, which aligns with our Terms & Conditions and UK consumer protection laws.