Retail - is there a legal requirement to publish their complaints procedure?

sahara05

I have tried to return goods to the value of nearly £40 to Debenhams using their returns process with InPost locker.  I had terrible problems with the locker, which though I followed the instructions did not register the return. 

I tried to find the complaints procedure on the Debenhams site and couldn't find anything so had no alternative but to make the complaint to their customer services.  Their response did not recognise that I made a complaint, they've made no attempt to investigate and said that I would have to wait 28 days to see if it turned up at their warehouse, which I think is completely unacceptable.  As they have no published complaints procedure and it appears no complaints procedure, I'm not sure how to hold them to account.  Any advice appreciated, thank you.

user1977

Not sure what this has to do with Insurance, but there's no general requirement for businesses to have a complaints procedure at all. It might apply in certain regulated sectors, but not in retail, so Debenhams has no more need to publish a complaints procedure than your local corner shop does. If they owe you money then your remedy is via the courts.

seatbeltnoob

Can you be any more karen than this?

Sandtree

sahara05 said:
I'm not sure how to hold them to account.  Any advice appreciated, thank you.

In the unregulated space the way to hold them to account is through the courts. Send a letter before action giving them a reasonable time to respond and then go to money claim on line to issue proceeding in the small claims court.

mattyprice4004

I think being asked to wait to see if they arrive is perfectly reasonable.