Reporting Product Quality
Complaints/Faulty Goods

From time to time you may come across a product that you feel doesn’t meet the quality standards you would expect. In these circumstances we have a well-oiled machine that is ready to help and report your concerns to manufacturers, giving them an opportunity to assess the situation and take action where required.

Product quality complaints can be made when alleging a deficiency related to the identity, quality, durability, safety, efficacy or performance of a product, including defects in filling, packaging, labelling or a product’s physical characteristics (including colour or odour).

We occasionally receive product quality / faulty goods complaints from our customers using the NVS returns forms. This is the least efficient way of reporting any concerns you may have. The forms are not designed to deal with product quality concerns and in fact can substantially delay the speed at which we are able to respond. We would ask that you don’t use them for this purpose please. The fastest way to progress any product quality complaints is to call our Customer Services Team on 01782 771111.

Our Customer Services Team contains specialists in managing product quality complaints enabling us to fast track any activities that are required. When calling please have the product to hand and your account details and we will guide you through what’s required and will create the most appropriate paperwork on your behalf to save you time and hassle.

If you have any questions please speak with our Customer Services Team who will be happy to advise.

Thank you for helping us to help you.