Complaint Handling Procedure
At Hallstona, we are committed to providing high-quality products and services. If you are not satisfied with any aspect of your experience, we encourage you to let us know so we can address your concerns promptly and effectively.
How to Make a Complaint
If you wish to make a complaint, please contact us via email at hallstona@outlook.com. Alternatively, you can reach us by phone at +44 1522 247634 during our support hours, Monday to Friday, 9 AM to 5 PM GMT. Please include the following information:
- Your name and order number (if applicable)
- A clear description of the issue
- What outcome you are seeking
- Any supporting evidence (photos, screenshots, etc.)
What Happens Next
We aim to acknowledge your complaint as promptly as possible. We will investigate your complaint thoroughly and aim to provide a full response within 2 business days. If your complaint is complex and requires more time, we will let you know and provide a revised timeline.
Escalation
If you are not satisfied with our initial response, you may request escalation to a senior member of our team. Please contact us again at hallstona@outlook.com or by phone at +44 1522 247634. We will review the escalated complaint and respond within 2 business days.
Alternative Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it without going to court. You can find a list of certified ADR providers at: https://www.tradingstandards.uk/. You can also contact Citizens Advice consumer service at https://www.citizensadvice.org.uk/consumer/ or 0808 223 1133 for free, impartial advice.
Returns and Faulty Goods
If your complaint relates to a return, cancellation, or faulty item, please refer to our Returns, Cancellation & Refund Policy for specific processes and timescales.
Last Updated: September 2026