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Case Management Process

 

The DD group is dedicated to providing our customers with quality products and excellent customer care

across our extensive range of services. Therefore, it is important customers notify us of any cases relating to

either product or service, which are not up to our usual standards, to allow us to maintain and improve.

The following steps outline our policy for handling complaints:

 

Step 1 Raising a case

We want to resolve your complaint as soon as possible, to ensure we have fully understood your concerns

we would kindly ask that all complaints are sent in writing to Customerresolution@DDGroup.com. Please

quote your account number and any other references relating to your case to assist us in our investigations.

 

Step 2 Acknowledgment of your case

The Customer Resolution team will acknowledge your case via email and provide you with a unique case

reference number. We will aim to investigate and respond to your complaint within 3 business days.

 

Step 3 Updates to your case

In the event it takes longer to resolve your case, then we will endeavour to provide an update or full

resolution to the case by 7 business days. However, some cases may take an extended time to investigate

due to requiring further information from various areas of the business or suppliers. We will endeavour to

provide updates wherever possible to the current status of the case.

 

Step 4 Final Case Closure

We aim to close the case within 20 business days and provide a final customer written response.