This policy applies to all customers who have purchased from Little India Treasures at www.shoplittleindia.co.uk or who have otherwise engaged with our services. It also applies to wholesale and trade account holders.

This policy does not cover complaints relating to employment matters, which are handled separately under our internal HR procedures.

We are committed to handling every complaint fairly, consistently, and with genuine care. Specifically, we commit to:

— acknowledging your complaint promptly;

— treating you with courtesy and respect throughout;

— investigating your concern thoroughly and impartially;

— keeping you informed of progress;

— providing a clear, honest response;

— learning from complaints to improve our products and service.

We will never penalise a customer for raising a legitimate complaint.

In the first instance, please contact us directly using any of the following methods:

By email (preferred): treasures@shoplittleindia.co.uk

By telephone: +44 (0) 739 790 1320 — Monday to Friday, 09:00–17:00 GMT

By post: Treasure & Trove Ltd, 82A James Carter Road, Mildenhall, Bury St Edmunds, Suffolk, IP28 7DE

To help us resolve your complaint as quickly as possible, please include the following information when you get in touch:

— your full name and contact details;

— your order number (if applicable);

— a clear description of your complaint and the outcome you are seeking;

— any supporting photographs or documentation where relevant.

The more detail you can provide at the outset, the more effectively we can help you.

4.1 Acknowledgement

We will acknowledge receipt of your complaint within 2 working days of receiving it. Our acknowledgement will confirm that we have received your complaint and will let you know what to expect next.

4.2 Investigation

A member of our customer service team will review your complaint carefully and, where necessary, liaise with relevant third parties (such as our logistics partner or payment provider) to gather the information needed to respond fully.

4.3 Response

We aim to provide a full written response within 5 working days of acknowledging your complaint. If your complaint is complex and requires more time to investigate thoroughly, we will contact you within that period to explain why and give you a revised timeframe. We will not leave you without an update.

4.4 Resolution

Our response will set out our findings and, where appropriate, the remedy we are proposing. Depending on the nature of your complaint, this may include a replacement, a refund, a partial refund, a goodwill gesture, an explanation, or a combination of these. We will always be honest with you about what we can and cannot offer.

If you are not satisfied with our initial response, you may ask for your complaint to be escalated. Please reply to our response email or write to us at the postal address above, clearly stating that you wish to escalate your complaint and explaining why you remain dissatisfied.

Your escalated complaint will be reviewed by a senior member of the team who was not involved in the original response. We will provide a final written response within 10 working days of receiving your escalation request.

Our final response will set out our position clearly. If we are unable to resolve your complaint to your satisfaction, it will also confirm that our internal complaints process has been exhausted and will provide information about your right to seek independent redress (see section 6 below).

If you remain dissatisfied after receiving our final response, you have the right to refer your dispute to an independent Alternative Dispute Resolution (ADR) scheme. ADR is a way of resolving disputes outside of court and is usually faster and less costly than legal proceedings.

We are not currently members of a specific ADR scheme, but we are required by law to inform you that approved ADR providers exist and are available to you. A list of approved ADR providers can be found on the Chartered Trading Standards Institute (CTSI) website at www.ctsi.org.uk.

Citizens Advice also provides free, independent guidance on your consumer rights and how to pursue a dispute. You can contact Citizens Advice at www.citizensadvice.org.uk or by calling 0808 223 1133.

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable law, including your right to bring proceedings in a court of competent jurisdiction.

If your complaint relates to how we have handled your personal data, please refer to our Privacy Policy for full details of your rights and how to exercise them.

If you are not satisfied with our response to a data protection complaint, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator, at ico.org.uk or by calling 0303 123 1113.

If your complaint relates specifically to a Klarna payment plan or a Klarna finance product, please raise this with us in the first instance and we will forward it to Klarna on your behalf. Klarna will then acknowledge your complaint and investigate it directly, issuing a response within 8 weeks.

Klarna is a regulated financial institution and has its own complaints procedure. You can find full details at www.klarna.com/uk/customer-service. If you remain dissatisfied after Klarna's response, you may refer the matter to the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

We are committed to treating every complaint with respect and fairness. In return, we ask that customers engage with us in good faith and with courtesy towards our team.

We reserve the right to decline to investigate, or to cease investigating, a complaint that we reasonably consider to be vexatious, repetitive, or made in bad faith — for example, where a matter has already been fully investigated and a final response issued, or where a complaint involves abusive or threatening behaviour towards our staff.

Where we decide not to investigate a complaint on these grounds, we will write to inform you of this decision and our reasons.

We maintain a record of all complaints received, including the nature of the complaint, the outcome, and the time taken to resolve it. We review this data regularly to identify patterns, address root causes, and improve our products, processes, and service.

We are a small business and every complaint matters to us — not just as something to resolve, but as an opportunity to learn and to serve our customers better.

We may update this Complaints Policy from time to time. The current version will always be available on our website. We encourage you to check back periodically. The effective date at the top of this page will reflect the date of the most recent revision.

If you have any questions about this policy or wish to raise a complaint, please contact us:

Treasure & Trove Ltd (trading as Little India Treasures)
82A James Carter Road, Mildenhall, Bury St Edmunds, Suffolk, IP28 7DE
Email: treasures@shoplittleindia.co.uk
Telephone: +44 (0) 739 790 1320
Monday–Friday, 09:00–17:00 GMT

Related policies: Conditions of Sale  |  Delivery & Returns  |  Privacy Policy