Effective date: 22 July 2026
How to make a complaint
Email info@boteane.co with "Complaint" in the subject line, or call 0333 339 9947.
Include your order number, what happened and the outcome you are seeking.
We will acknowledge the complaint and aim to provide a considered response as soon as reasonably possible.
If we cannot resolve it immediately, we will explain the next step and provide a final response.
Nothing in this process prevents you from using your statutory rights or seeking independent advice.
Full complaints policy
1. Complaint channels
Complaints may be made by email to info@boteane.co, by telephone on 0333 339 9947 from the UK or +44 333 339 9947 internationally, or by post to Boteane LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Please include sufficient detail to identify the order and issue.
2. Our process
We will acknowledge a complaint, investigate fairly, consider the evidence and provide a clear outcome. We may ask for information reasonably needed to understand the issue. Urgent food-safety or product-safety concerns are prioritised and may follow a separate incident process.
3. Final response
Where a complaint cannot be resolved informally, we will provide a final response explaining our decision and any remedy offered. We will not make a remedy conditional on the customer withdrawing or suppressing a genuine review.
4. Alternative dispute resolution
Alternative dispute resolution, or ADR, is an independent way to try to resolve a consumer dispute without going to court. Boteane is not currently required by sector-specific law to belong to a particular ADR scheme and does not make a general contractual commitment to voluntary ADR in these Terms. When giving the outcome of a complaint, Boteane will tell the customer about any ADR or other complaint-resolution arrangement in which Boteane is legally or contractually required to participate.
Where no required ADR arrangement applies, Boteane may still choose to consider mediation or another suitable resolution route on a case-by-case basis, but is not obliged to do so merely because a customer requests ADR. This does not restrict either party's right to use the courts.
5. Independent help
UK consumers may obtain independent guidance from Citizens Advice, Advice Direct Scotland or Consumerline in Northern Ireland. A customer may also use the courts where appropriate. The former EU Online Dispute Resolution platform is not relied on in these Terms.