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How to Complain to Wilko (UK)?

Wilko offers several channels for customers to lodge complaints. Understanding these options can help address issues efficiently and effectively.

Contacting Wilko Customer Service

  1. By Phone:
    • Availability: Monday to Friday (9 a.m. – 5 p.m.), Saturday (9 a.m. – 2 p.m.), closed on Sunday.
    • Common Issues: Returns, refunds, and other customer service inquiries.
    • Process: Provide valid proof of purchase, ensure the product is returned within 28 days, and note exclusions (e.g., gift cards, lottery products).
    • Refunds: For in-store orders, bring the receipt and delivery note to any Wilko store for a refund. Delivery fees are reimbursed for flawed or damaged products. Refunds are processed within 5-7 business days​​.
  2. By Email:
  3. By Writing:
    • Address: Send a formal written complaint to JK House, Roebuck Way, Manton Wood, Worksop, Notts S80 3EG.
    • Method: A standard letter detailing the issues encountered​​.
  4. Webform:
    • Access: Wilko’s customer service team can also be contacted via a webform available on their website​​.

Alternative Dispute Resolution (ADR)

  1. ADR Schemes:
    • Mediation: Involves an impartial third person assisting conflicting parties to reach a mutually accepted solution.
    • Arbitration: A neutral third party examines the facts and makes a binding decision.
  2. Ombudsman:
    • Role: Investigates complaints against businesses and corporations.
    • Process: If Wilko’s internal complaint process is unsatisfactory, you may file a complaint with an ombudsman. The ombudsman can take up to eight weeks to review and decide on the case.
    • Outcome: Recommendations are made to Wilko to rectify the situation, or judicial action can be sought if the decision is disputed​​.
  3. Small Claims Court:
    • Last Resort: If all other avenues are exhausted without resolution, small claims court can be considered.
    • Consideration: Small claims courts can sometimes yield unfavorable verdicts, so it’s advised to explore other options first​​.

Wilko offers multiple avenues for customers to lodge complaints, ranging from direct contact with their customer service team to formal legal channels like ADR schemes and small claims court. Choosing the right method depends on the nature of the complaint and the desired outcome.

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