Complaint Procedure

Complaint Handling Policy for Bayley & Sage


We at Bayley & Sage are committed to providing a high standard of service to our customers. However, we understand that things can sometimes go wrong. If you have a complaint, it is important to us to resolve it as quickly and efficiently as possible. This Complaint Handling Policy outlines the procedure we will follow in handling complaints.

Purpose and Scope

This policy applies to all complaints relating to services or products offered by Bayley & Sage. It extends to all our staff members involved in handling complaints.

Making a Complaint

If you have a complaint, you can inform us through our customer service channel —

Complaint Handling Procedure

  1. Acknowledgement: Upon receipt of your complaint, we will acknowledge it within 2 working days.
  2. Investigation: We will initiate an investigation into your complaint, aiming to resolve the issue within 14 working days of receiving the complaint.
  3. Communication: Throughout the investigation, we will keep you informed of our progress in resolving your complaint.
  4. Resolution: Once the investigation is complete, we will communicate our findings to you and discuss possible resolutions.


We reserve the right to modify this Complaint Handling Policy as needed. Changes will be effective immediately upon posting to our website or other customer-facing platforms.

By using Bayley & Sage’s services or purchasing our products, you agree to the terms and procedures outlined in this Complaint Handling Policy, which forms part of our Terms & Conditions.