How to make a complaint to EtchRock

Submitting a complaint to EtchRock 

We are committed to giving you a great service, but if something goes wrong we want to hear about it.

If you want to submit a complaint about EtchRock, you can do so by email to [e-mail] or by submitting a request using the help widget on our website and writing 'Complaint' in the subject. 

Please include your order ID (if you have one) and your contact details so we can get back to you as quickly as possible.

If we cannot provide an immediate resolution, we will send you an acknowledgement by email before investigating and providing you with a final response.

Our Complaints Procedure 

 

• Let us know what your complaint is and what your ideal resolution would be. This will be reviewed by a member of our support team.
• If a satisfactory resolution is not possible within 7 working days, then we will arrange for it to be reviewed by our management team. 
• We will aim to get back to you with a final response within 15 working days. 
• Once the complaint is resolved we will send you a summary of the complaint and detail any actions taken.