Version 1 · Effective 2026-08-05
13.1 How to complain
Contact enquiries@aliceddacatering.com, telephone +44 7944 695287, or use the approved website form. Provide your name, order/booking reference, what happened, the outcome sought, and any relevant photographs or documents. Do not send passwords, security codes or unnecessary medical details.
13.2 Urgent food-safety concern
For an urgent food-safety or suspected allergy incident, telephone us promptly and seek emergency medical help where needed. We may ask you to preserve food, packaging and labels safely for investigation.
13.3 Our process
- We acknowledge an ordinary customer complaint promptly, normally within five working days.
- We investigate records, staff accounts, recipes, labels, deliveries and other relevant evidence.
- We may request proportionate further information.
- We provide an outcome and any remedy, or explain why more time is needed.
- A customer may ask a senior manager to review the outcome.
13.4 Data-protection complaints
A complaint specifically about personal information will be acknowledged within 30 days, investigated appropriately and answered with the outcome. The customer may complain to the Information Commissioner’s Office at any time.
13.5 Remedies
Depending on the circumstances and statutory rights, remedies may include correction, repeat performance, replacement, refund, price reduction, apology, process improvement or another fair resolution. We do not require a customer to waive statutory rights as a condition of receiving a lawful remedy.
13.6 External advice
Consumers may obtain independent advice from Citizens Advice and may contact the relevant local authority Trading Standards service through the appropriate route.