At Tools 2U Direct SW LTD, we are committed to providing high-quality products and excellent customer service. We value our customers and aim to address any concerns or complaints promptly and fairly. This Complaints Procedure outlines the steps to be followed when making a complaint: 

1. Lodging a Complaint:

  • Customers who have a complaint related to our products, services, or customer experience should submit their complaint in writing.
  • Complaints can be submitted via email to, by calling our customer service team at 03330501875, or by sending a letter to the following address:

Tools 2U Direct SW LTD Unit 17 Bell Park, Bell Close Plympton, PL7 4TA 

  • Please provide specific details regarding the nature of the complaint, relevant dates, names of individuals involved, and any supporting documentation that may be helpful in understanding and resolving the issue.

2. Acknowledgment of Complaint:

  • Upon receipt of a complaint, we will send an acknowledgment to the complainant within 2 business days.
  • The acknowledgment will include the details of the complaint and an estimated timeframe for resolving the issue.

3. Investigation and Resolution:

  • Our dedicated complaints handling team will conduct a thorough investigation into the complaint.
  • We will aim to resolve the complaint as quickly as possible, typically within 10 business days. If more time is required, we will inform you of the reasons for the delay and provide updated timelines.

4. Communication of Findings:

  • Once the investigation is complete, we will communicate the findings to the complainant in writing.
  • Our response will include a summary of the investigation, any actions taken or proposed, and our proposed resolution.

5. Appeals:

  • If you are dissatisfied with the proposed resolution, you have the right to appeal the decision.
  • Appeals should be submitted in writing within 10 business days of receiving our response, clearly stating the reasons for the appeal and any additional information or evidence to support your case.
  • An independent and impartial individual or committee will review the appeal and provide a final decision within 15 business days.

6. Escalation:

  • If you are not satisfied with the outcome of the complaint or the appeals process, you may escalate the matter further.
  • As Tools 2U Direct SW LTD, we are commitied to resolving complaints internally. However, if you believe that further action is necessary, you may choose to contact relevant external regulatory authorities or seek legal advice, as applicable.

7. Documentation:

  • We will maintain comprehensive records of all complaints received, including details of the complaint, investigation process, and resolutions proposed or implemented.
  • This information will be handled in accordance with our privacy policy and used for analysis and improvement of our products, services, and customer experience.


Please note that this Complaints Procedure is subject to review and updates to ensure its effectiveness and compliance with relevant laws and regulations. For any further inquiries or assistance, please contact our customer service team at or call 03330501875. You can also reach us by mail at the address mentioned above.