Complaints Policy

Brava Toolworks aims to deliver high-quality products and excellent customer service at every stage.

If something goes wrong, we want to hear about it so we can put things right quickly and fairly.

This policy explains how to raise a concern and what you can expect from us.

If you have a problem with a product or our service, please contact us as soon as possible using one of the following:

Phone: +44 (0)1483 226430

Address: Brava Toolworks (A Division of SSR Limited), Meridian House, Blackwater, Hampshire, GU12 4DL

Please include your order number, details of the issue, and any supporting photographs or documents if applicable.

We aim to acknowledge your complaint within 2 working days.
Most issues are investigated and resolved within 5 working days.
If the issue is complex or requires further investigation, we’ll keep you informed and provide updates until it’s resolved.
You’ll receive a written confirmation of the outcome and any agreed next steps (e.g. replacement, refund, or explanation).

If, after following our complaints process, you remain unhappy with the outcome, you may seek independent advice or escalation.
You can contact:

For marketplace orders (e.g. B&Q or eBay), you can also raise a formal complaint through the platform’s resolution system.

We take all complaints seriously and use feedback to improve our products, packaging, and service.

Our goal is to resolve every issue fairly, transparently, and with courtesy.

All complaints are handled in confidence and in accordance with our Privacy Policy.

We never share personal information with third parties except where required by law or to resolve your issue.

If you have any concerns or wish to follow up on a complaint, please reach out to our customer support team:

Phone: +44 (0)1483 226430