Complaints policy

At Swagelok Central UK, we are committed to providing the highest level of customer service. However, we understand that occasionally things can go wrong.

This complaints policy outlines how you can raise a complaint with us and what you can expect from our team who will do their best to resolve the issue for you.

Raising a complaint?

If you want to raise a complaint, you can use the complaints form by clicking on the ‘submit a complaint’ button below, alternatively you can call our customer services team on 01454 284454.

 

MAKE A COMPLAINT

 

We’re here to understand and resolve your issue

 

Acknowledgement and initial contact

Raise your complaint by calling our customer services team on 01454 284455 or by completing our form here.

Our aim is to resolve your complaint as soon as possible, however, sometimes a little more work is required before we can fix the issue, and in these cases, we’ll keep you updated throughout this period.

Upon raising a complaint, Swagelok Central UK will acknowledge your complaint via email within 1 working day. Our team will then arrange a convenient time to discuss your complaint within 3 working days from when you first told us to gather any additional information needed for our investigation.

Investigation

Your complaint will be assigned to an appropriate representative or manager for further investigation. This may involve gathering further information from you, Swagelok Central UK associates and 3rd party partners.

Response & resolution

We’ll update you on the progress of our investigation within 10 working days from when you first told us. In some cases, resolving the issue may take a little longer. If we need more time, we’ll contact you to ask for more time and explain why.

Once our investigation is complete, you will receive a final email from us summarising our findings and the outcome of your complaint.

Escalation process

We aim to resolve all complaints fairly. If you are not satisfied with the initial response, you may request a further review by a senior manager. Please contact us and we will respond within 3 working days of escalation.

By email: customer.services@swagelokcentral.co.uk 

By phone: 01454 284455

 

In writing:

Bristol

7 Orpen Park

Ash Ridge Road

Bradley Stoke

Bristol

BS32 4QD

 

Warrington

205 Cavendish Place

Birchwood

Warrington

WA3 6WU

 

If, after our internal review process, you remain dissatisfied and believe the issue involves a legal, regulatory or quality matter (such as health and safety, data protection, quality, or unfair trading), you can contact a trade association or regulatory body:

 

Monitoring and continuous improvement

All complaints are formally logged and regularly reviewed to identify recurring issues, root causes, and improvement opportunities. This process supports our commitment to continuous improvement, helping us enhance our internal processes, customer experience, and overall service quality.

Policy review

This policy is reviewed annually and updated as needed to ensure compliance with best practices and changing business needs.

 

Last updated: 17th October 2025