Peal Bakers
Version: 1.0
Effective Date: 17 July 2026

1. Our Commitment

Peal Bakers is committed to providing high-quality products and services to all of our customers. We value customer feedback and treat all complaints seriously, fairly and promptly. Our objective is to resolve complaints quickly while maintaining a professional and transparent complaints process.

2. How to Make a Complaint

Customers may submit a complaint by email, telephone or post.

Email: [email protected]
Telephone: 0
Postal Address: 

Please include your business name, contact details, a description of the complaint, any relevant order or merchant reference, and supporting documents where available.

3. Complaint Handling Procedure

Step 1 – Acknowledgement
We aim to acknowledge receipt of your complaint within 2 business days.

Step 2 – Investigation
Your complaint will be reviewed by an appropriate member of our management team. Wemay request additional information where necessary.

Step 3 – Resolution
We aim to provide a full response within 10 business days. If additional time is required due to the complexity of the complaint, we will keep you informed.

4. Possible Outcomes

Depending on the circumstances, we may:
• Provide an explanation.
• Correct an administrative error.
• Resolve a technical issue.
• Provide additional assistance or training.
• Offer another reasonable solution where appropriate.

5. Complaints About Card Payments

Where a complaint relates specifically to card payment processing provided through one of our payment partners (such as DNA Payments), we may work with the relevant payment provider or acquiring bank to investigate the matter. Where appropriate, complaints may be referred to the relevant payment provider for further investigation.

6. Keeping You Updated

We will keep you informed during the investigation, respond in clear language, explain the outcome, and advise you if additional time is required.

7. Record Keeping

All complaints are recorded securely and retained for monitoring, quality assurance and service improvement purposes. Complaint records are handled in accordance with our Privacy Policy and applicable UK data protection legislation.

8. Continuous Improvement

Every complaint is reviewed to help us improve our products, services and customer experience.

9. Contact Details

Peal Bakers
Email: [email protected]
Website: pearlbakers.co.uk