Complaints Procedure

We want to hear it

Complaints are useful. They tell us where the platform or one of our shops has fallen short, and they’re the fastest way we improve. If something has gone wrong with an order, or with your experience of ClickMeats more broadly, please use one of the routes below.

ClickMeats is a marketplace. The butcher shop is the seller of record. That’s why the routes below start with the shop — the Shop is responsible for food quality, preparation, hygiene, allergen disclosure, stock, and handing over your order. If your complaint is about the Platform itself (charges, account, our handling of your data) skip straight to step 2.

Step 1 — Speak to the shop first

For anything about a specific order — missing items, quality issues, wrong cut, late collection — the fastest resolution comes from talking to the butcher directly. They can issue a refund from their dashboard within minutes.

The shop’s phone number and address are:

• On the shop’s page on ClickMeats;
• At the top of your order confirmation email;
• Under “Your orders” in your account.

Have your order number to hand when you call — the format is #XXXXXXXX and it’s in every email we send you about the order.

Step 2 — Come to us

If the shop hasn’t responded, has refused a reasonable request, or if your complaint is about ClickMeats itself (the website, your account, our handling of your data), email us:

support@clickmeats.co.uk

What to include

• Your order number (if it’s about a specific order);
• A short description of what happened;
• What you’d like as a resolution;
• Any evidence you have — photos of the meat, screenshots of the site, or copies of messages.

What to expect from us

• Acknowledgement within 2 working days. We’ll confirm we’ve received your complaint and give you a case reference.
• Full response within 10 working days in most cases. If your complaint needs input from the shop or is otherwise complex, we’ll write to you within those 10 days to explain the delay and give a realistic new date.
• Outcome in writing. Whatever we decide, we’ll explain the reasoning — not just “yes” or “no”.

Data-protection complaints

If your complaint is about how ClickMeats handles your personal data, you can email us at admin@clickmeats.co.uk or complete the electronic form below. The form prepares an email for you to review and send; it does not store your complaint on the website.

We’ll handle data-protection complaints through the same complaints process above, and we’ll explain our response in writing.

Step 3 — External routes

If you’ve completed steps 1 and 2 and you’re still not happy with the outcome, you have several options that don’t depend on us or the shop.

Chargeback through your card issuer

If you paid by credit or debit card and believe the charge was unfair, you can dispute it with your bank. Under Section 75 of the Consumer Credit Act 1974 credit card purchases over £100 have additional protection. Debit card disputes go through the Faster Payments dispute process. Your bank will explain the process and timelines.

Citizens Advice

Free advice on your consumer rights and how to escalate:

• Online: citizensadvice.org.uk/consumer/
• Phone: 0808 223 1133 (England), 0808 223 1144 (Welsh language)

Trading Standards

Trading Standards enforces UK consumer law. Citizens Advice will refer to them when necessary. You can also report directly through your local council.

Information Commissioner’s Office (ICO)

If your complaint is specifically about how we handled your personal data (rather than a product or order issue), and you’re not satisfied with our response, you have the right to lodge a complaint with the ICO:

• Online: ico.org.uk/make-a-complaint/
• Phone: 0303 123 1113

Small claims court

For unresolved disputes up to £10,000 the small claims track of the County Court is an option. Money Claim Online (gov.uk/make-money-claim) is the government’s digital route for individuals.

Complaints about a shop, not an order

If you have concerns about how a shop is behaving on the platform — misleading listings, safety concerns, or misuse of your data — contact us at admin@clickmeats.co.uk. We investigate every report and, where a shop is in breach of the Merchant Agreement or the Acceptable Use Policy, we take action — up to and including removing them from the platform.

Complaints in confidence

You can complain without your identity being shared with the shop. Tell us in your first message and we’ll investigate without disclosing your details. This applies to complaints about a shop’s behaviour but not usually to specific-order complaints, since the shop needs to know which order to investigate.

Alternative Dispute Resolution

ClickMeats is not currently signed up to a specific Alternative Dispute Resolution (ADR) provider, but we’ll consider joining one as we grow. Under the Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015 you are not obliged to use ADR before pursuing other routes.

Records

We keep complaint records for 3 years so we can spot patterns and improve. Records are held under the same security and retention rules as everything else in our Privacy Policy.

Contact

Order-related complaints: support@clickmeats.co.uk
Complaints about a shop or the platform: admin@clickmeats.co.uk