Complaints Process

If there's something you're not happy with, we'd like you to tell the right people about it so that we can put matters right.

Complaint handling and dispute resolution process

Please contact us straight away.

In the first instance, our Customer Service Team is here to help and their aim is to provide the faster solution for you.

Once we receive your complaint, you will be contacted within 5 working days to discuss further.

If you are making us aware of a product-related issue after it has arrived in your home, our Customer Service team are the best team to contact. We will ask you to provide essential information and photographs to show us what the issues are.

Email – customerservice@cclonline.com (if sending us attachments, please make sure these do not exceed 50MB per email)
Phone – 0330 390 4173
Post – Customer Services, CCL Computers Ltd, Inmoor Road, Birkenshaw, Bradford, West Yorkshire, BD11 2PS

Escalating the complaint

If you're not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response given.

If you wish for your complaint to receive further review, please email complaints@cclonline.com or in writing at the address above.

If you're unhappy with our decision, and wish to take your complaint further, you can contact Consumer Dispute Resolution Limited (CDRL). This is a free, independent service for resolving disputes.

You can refer your complaint to CDRL at any time, but they'll need our consent to investigate complaints where:

• we haven't had the chance to put things right
• we haven't exceeded the relevant timescale

Online:  www.cdrl.org.uk

Office Hours Monday to Friday: 9am – 5.30pm

Write to:
CDRL
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW

If your complaint relates to your finance agreement 

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider, Klarna or Paypal. They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.  

What to do if you can't reach an agreement 

If you are not satisfied with Klarna or Paypal’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Klarna or Paypal’s final response letter to you. 

They can be contacted in the following ways: 

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR 
• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service

• website: www.financial-ombudsman.org.uk