Complaint Handling

Complaint Handling Procedure

How to Make a Complaint

If you have a complaint regarding your experience with Kievylan, we encourage you to contact us directly so we can address your concerns. Please reach out to us via email or phone:

When making a complaint, please include the following information:

  • Your name and order number (if applicable)
  • A clear description of the issue
  • The outcome you are seeking
  • Any supporting evidence (e.g., photos, screenshots)

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 at:

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