COMPLAINTS POLICY
Last updated: 10 March 2026
This Complaints Policy applies to Signature Botanicals, a trading name of Signature Skin Ltd.
Company number: 13468495
Registered office: Danygraig, Balaclava Road, Glais, Swansea, Wales, SA7 9HJ
Website: https://www.signaturebotanicals.co.uk
Email contact: support@macmillan-digital.com
1. INTRODUCTION
Signature Botanicals is committed to providing high quality products and a professional standard of customer service. We take complaints seriously and aim to deal with them fairly, promptly, consistently, and courteously.
This policy explains how customers can raise:
• a complaint about our products or services
• a complaint about the way we have handled an order, enquiry, or customer service matter
• a data complaint about how personal data has been collected, used, stored, shared, or handled
This policy should be read alongside our Privacy Policy.
2. SCOPE OF THIS POLICY
This policy applies to complaints relating to:
• products sold by Signature Botanicals, including skincare and related items sold through our website
• customer service issues, including communication, delays, order handling, fulfilment, and aftercare
• website related service issues connected with the purchase or support process
• personal data handling, as set out in the separate Data Complaints Policy section below
This policy does not limit any statutory rights you may have under applicable consumer protection or data protection law.
3. OUR COMMITMENT
When a complaint is received, we will:
• acknowledge it promptly
• review the facts fairly and objectively
• request further information where needed
• aim to resolve the matter as quickly as reasonably possible
• keep a record of the complaint and the outcome
• use complaint feedback to improve our products, services, and processes
4. HOW TO MAKE A PRODUCT OR SERVICE COMPLAINT
If you are unhappy with a product, order, or service experience, please contact us as soon as possible using the details below.
Email:
support@macmillan-digital.com
Postal address:
Signature Skin Ltd
Danygraig
Balaclava Road
Glais
Swansea
SA7 9HJ
United Kingdom
Please include as much detail as possible, including:
• your full name and contact details
• your order number, if applicable
• the product or service concerned
• a clear description of the issue
• the date the issue occurred or came to your attention
• any supporting photographs or documents where relevant
• the outcome you are seeking
5. COMPLAINT HANDLING PROCESS
Step 1: Acknowledgement
We aim to acknowledge complaints within 5 business days of receipt.
Step 2: Review and investigation
We will review the information provided and may contact you if we need further details in order to investigate properly.
Step 3: Outcome
We aim to provide a substantive response within 15 business days where possible. If the matter is more complex and more time is needed, we will let you know.
Step 4: Resolution
Where appropriate, resolution may include:
• an explanation or apology
• a replacement product
• a refund, partial refund, or other appropriate remedy where legally required or commercially appropriate
• corrective action to improve our service
6. RETURNS, REFUNDS, AND DAMAGED ITEMS
Where a complaint relates to a faulty, damaged, incorrect, or missing item, we may ask for supporting evidence such as photographs, packaging details, and proof of purchase.
Any remedy offered will depend on the facts of the case, the condition of the item, the timing of the complaint, and your legal rights under consumer law.
Nothing in this policy removes or restricts your statutory rights.
7. UNREASONABLE OR ABUSIVE BEHAVIOUR
We understand that complaints can arise from frustrating circumstances. We will treat customers respectfully and ask that the same courtesy is shown to our team.
We may limit or refuse further correspondence where behaviour is abusive, threatening, discriminatory, or excessive. This will not affect any legal rights you may have.
8. RECORD KEEPING
We may keep records of complaints, correspondence, findings, and outcomes for quality assurance, legal, regulatory, and business administration purposes.
Where complaint records contain personal data, they will be handled in accordance with our Privacy Policy and applicable data protection law.
9. DATA COMPLAINTS POLICY
9.1 Purpose
This section explains how you can raise a complaint about the way Signature Botanicals handles your personal data.
A data complaint may relate to issues such as:
• concerns about how your personal information has been collected or used
• requests to access, correct, or delete personal data
• objections to marketing communications
• concerns about data retention, disclosure, or security
• complaints about how we responded to a privacy related request
9.2 How to make a data complaint
You can submit a data complaint using the following contact details:
Email:
support@macmillan-digital.com
Postal address:
Signature Skin Ltd
Danygraig
Balaclava Road
Glais
Swansea
SA7 9HJ
United Kingdom
Please mark your message Data Complaint and include:
• your full name and contact details
• enough information for us to identify you and your records
• a clear explanation of your concern
• any relevant dates, screenshots, emails, or supporting documents
• the action or outcome you are requesting
9.3 Our response to data complaints
We aim to acknowledge data complaints within 5 business days.
We will investigate the matter and respond within a reasonable time. Where your complaint includes a formal request relating to your privacy rights, we will handle it in line with applicable data protection law.
If needed, we may ask you to provide information to verify your identity before action is taken on certain requests.
9.4 Your rights
Depending on the circumstances and applicable law, you may have rights in relation to your personal data, including the right to:
• request access to your personal data
• request correction of inaccurate data
• request erasure of personal data
• object to certain processing
• request restriction of processing
• withdraw consent where processing is based on consent
• complain to the relevant data protection authority
9.5 Escalation to the Information Commissioner's Office
If you are based in the UK and you are dissatisfied with our response to a data complaint, or you believe your personal data has been handled unlawfully, you may complain to the Information Commissioner's Office.
Information about how to raise a concern with the ICO is available on the ICO website.
10. REVIEW OF THIS POLICY
We may update this Complaints Policy from time to time to reflect changes in our business, legal obligations, or complaint handling processes. The latest version should always be read alongside our Privacy Policy on our website.
11. CONTACT DETAILS
General complaints and data complaints should be sent to:
Signature Skin Ltd trading as Signature Botanicals
Email: support@macmillan-digital.com
Post: Danygraig, Balaclava Road, Glais, Swansea, Wales, SA7 9HJ
Website: https://www.signaturebotanicals.co.uk
