Highway Complaints Procedure

At Highway, we are committed to providing excellent customer service and ensuring a positive shopping experience. However, if an issue arises, we will do our best to resolve it promptly and fairly.

1. How to Raise a Complaint

If you have a complaint about a product, service, or your experience in-store or online, please contact our customer service team using one of the following methods:

In-store: Speak to a manager or call the relevant store (Store Locator).
Email: enquiries@highwaygardencentre.co.uk
Online: Complete our contact form.
Post: Customer Service Team, Roys of Wroxham, Church Rd, Hoveton, NR12 8DB.

To help us process your complaint efficiently, please provide:

Your name and contact details, including a phone number.
If store-related: the date and time of the visit.
If product-related: supporting evidence such as a receipt or photos of the faulty item(s).
A clear description of the issue.
If related to an online order: your order number.

2. Acknowledging Your Complaint

We aim to acknowledge receipt of your complaint within three business days.

3. Investigating Your Complaint

We will conduct a thorough investigation and may request additional details or evidence.
Most complaints are resolved within ten business days, but complex cases may take longer. If delays occur, we will keep you informed.

4. Response

Once the investigation is complete, we will provide a response that may include:

An explanation of what went wrong.
Steps taken to resolve the issue.
If applicable, a refund or replacement.

In some cases, we may need to seek supplier advice, which could extend the resolution time. We will keep you updated throughout the process.

5. Escalation Process

If you are not satisfied with our response, you may escalate your complaint to our Customer Complaints Manager at marketing@roys.co.uk. They will review your case and provide a final decision within five business days.

6. External Resolution

If you remain dissatisfied after following our complaints procedure, you may seek advice from Citizens Advice and Trading Standards.

We value your feedback and use it to improve our products and services. Thank you for allowing us the opportunity to resolve your issue.