Complaints Process

Complaints Process Policy

Last Updated: 3 October 2025

At Paper Thistle, we value our customers and are committed to providing high-quality service. We recognise that sometimes things may not go as expected. This Complaints Process Policy outlines how we handle concerns and complaints in a fair, timely, and transparent manner.

1. Scope

This policy applies to complaints from:

  • Customers who have purchased products from www.paperthistle.co.uk

  • Visitors to our website

  • Individuals interacting with our customer service team

This policy covers complaints regarding:

  • Product quality or delivery issues

  • Billing or payment concerns

  • Website functionality or technical issues

  • Customer service experiences

2. Our Commitment

As a small business, we take every complaint seriously. We aim to:

  • Listen carefully and empathetically to all concerns.

  • Respond promptly and professionally.

  • Investigate thoroughly and fairly.

  • Resolve complaints in a way that is reasonable and proportionate.

  • Learn from complaints to improve our services.

We aim to ensure that all customers feel heard and valued.

3. How to Make a Complaint

Complaints can be submitted via:

When making a complaint, please provide:

  • Your name and contact details

  • Order number (if applicable)

  • A clear description of the issue

  • Any supporting documentation (e.g., photos of damaged items)

4. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days. Our acknowledgement will:

  • Confirm we have received your complaint

  • Explain what will happen next

  • Provide the name and contact details of the person handling your complaint

5. Investigation

We will investigate your complaint promptly and thoroughly. Our approach includes:

  • Reviewing all relevant information and documentation

  • Speaking with any relevant staff or suppliers

  • Keeping a clear record of the investigation process

We aim to resolve most complaints within 10 business days. If additional time is required, we will contact you with an updated timeline.

6. Resolution

After our investigation, we will provide a written response that includes:

  • A summary of the investigation

  • Our findings and conclusions

  • Any actions we will take to resolve the issue (e.g., replacement, refund, apology)

We strive to reach a resolution that is fair and reasonable.

7. Escalation

If you are not satisfied with our response, you may escalate your complaint by:

  • Requesting a review by a senior member of our team

  • Providing additional information or context for consideration

While we are a small business without a formal external ombudsman, we remain committed to working with you to find a fair outcome.

8. Record Keeping

All complaints and actions taken will be recorded internally. This helps us:

  • Track trends and recurring issues

  • Ensure accountability and transparency

  • Continuously improve our products and services

9. Customer Respect

We expect all interactions to be respectful. We will not tolerate abusive or threatening behaviour. In rare cases where behaviour is unreasonable, we may limit or suspend further communication while continuing to investigate the complaint.

10. Continuous Improvement

Complaints are valuable feedback. We use them to:

  • Improve our website, products, and services

  • Train and support our staff

  • Prevent similar issues from occurring in the future

Contact Us

If you have a complaint or concern, please contact us promptly:

Discount Bookshop
Email: hellp@paperthistle.co.uk
Address: Paper Thistle, Third Floor, 3 Hill Street, Edinburgh, EH2 3JP