Complaints policy

We would rather know

Flowers are bought for moments that matter, and when a bunch arrives late, wilted or wrong the moment does not come back. If we have let you down, tell us. We will not argue with you about it; we will put it right where we can and make sure it does not happen to the next person. A complaint is the only way we find out.

How to complain

Whichever is easiest for you:

• Email enquiries@flowerandglory.co.uk
• Telephone 01732 743419, Monday to Saturday, 9am to 5pm
• In the shop at 12 Blacks Yard, Blighs Meadow, Sevenoaks, Kent TN13 1DS
• By post to the same address

Tell us your name, how to reach you, the order number if there is one, what went wrong and what you would like us to do. A photograph helps enormously with fresh flowers, because by the time we could see them they will have changed.

You do not have to use the word "complaint". If you tell us something is wrong, we treat it as one.

What we will do

1. Acknowledge within 5 working days. Usually the same day. You will hear from a named person, and if we can put it right on the spot, we will.
2. Look into it. We will read the order, speak to whoever made or delivered it, look at the van's log or the courier's tracking, and look at your photograph.
3. Answer within 14 days with what we found and what we will do. If it will take longer, for example because a courier is investigating a lost parcel, we will tell you why and when to expect an answer.
4. Put it right. Depending on what happened that may be a fresh bouquet, a redelivery, a partial or full refund, a credit, or an apology and an explanation. Our Refunds and flower guarantee policy says what you are entitled to for fresh flowers, homeware and vouchers. We will not give you less than the law entitles you to.

If you are not satisfied

Ask for your complaint to go to the owner, Deborah. She reads every complaint in any case, but you may ask her to look at it again personally and to reply to you herself. She will do so within a further 14 days.

Going further

If we cannot agree, you may take the matter further:

• Alternative dispute resolution. We are not currently a member of an approved alternative dispute resolution scheme and we are not obliged to be. If you ask, we will tell you whether we are willing to use one for your complaint.
• Card payments. If you paid by card, your card provider may be able to help under its own dispute or chargeback rules; a credit card gives you extra protection in some cases.
• Consumer advice. Citizens Advice gives free advice on your rights under the Consumer Rights Act 2015 and can pass a matter to Trading Standards.
• The courts. You keep your right to bring a claim; the small claims track exists for exactly this.

Complaints about your personal data

If your complaint is about how we have used your personal information (for example an email you did not want, a record you want corrected, or a request we have not answered), it is a data-protection complaint and is handled under the Data protection policy as well. From June 2026 businesses must acknowledge a data-protection complaint within 30 days and tell you the outcome without undue delay; we will acknowledge yours within 5 working days like any other and keep you told. You may complain to the Information Commissioner's Office at any time; they will usually ask whether you have raised it with us first.

Complaints about the shop's people

If your complaint is about how a member of staff treated you, including anything covered by the Equality, diversity and inclusion policy, it goes to the owner from the start.

What we keep

We keep a note of each complaint, what was done and how it ended, for six years where it touches an order or a payment, and otherwise for two years, so that we can see patterns and so that you can ask us what we did. Complaints are read together once a year to see what should change.

Questions and complaints

Write to enquiries@flowerandglory.co.uk, telephone 01732 743419, or write to Flower & Glory, 12 Blacks Yard, Blighs Meadow, Sevenoaks, Kent TN13 1DS.

Changes to this policy

Changes to this policy are dated and logged on the page where it is published, so you can see what changed and when.