Complaints & Dispute Resolution

Last updated: 19 August 2026

If something has gone wrong we want to hear about it. This policy sets out how to complain, the timescales we hold ourselves to, and the independent help available if we cannot resolve matters between us.

How to complain

Email support@thewindmillnursery.co.uk with “Complaint” and your order number in the subject line, or call +44 1226 765599 between 9:00 and 18:00, Monday to Friday. Please include what happened, when, and what outcome you are looking for.

Our timescales

We acknowledge every complaint within 2 business days.
We aim to resolve most complaints within 14 days.
Where a complaint is complex — for example while a carrier or supplier investigation is running — we will keep you updated at least every 14 days and issue a final written response within 8 weeks.

Escalation

If you are not satisfied with the first response, reply and ask for the complaint to be escalated. It will be reviewed by someone who was not involved in the original handling, and you will receive a written final response.

Independent advice and alternative dispute resolution

You can get free, impartial consumer advice from Citizens Advice at citizensadvice.org.uk/consumer or on 0808 223 1133, whether or not you have complained to us first.

We are not currently a member of a certified alternative dispute resolution (ADR) scheme, and we are not obliged to use one. Where a dispute cannot be resolved directly, we will consider in good faith any reasonable proposal to use an ADR provider, and we will confirm our position in writing.

Nothing here prevents you from taking a claim to court. UK consumers may bring proceedings in the courts of their own part of the United Kingdom.

Records

We keep records of complaints and their outcomes so we can spot patterns and fix underlying causes. These records are handled in line with our Privacy Policy.