M. Support and Complaints Policy

Plain-English summary: How to obtain help, report a Manufacturing Pack concern and escalate an unresolved complaint.

Contact contact@benchdogs.co.uk for account access, Design Credits, Shopify billing references, Manufacturing Packs, reseller claims, beta access or a general complaint. Use hello@benchdogs.co.uk for a privacy request or complaint. Include your name and account email, the affected Designer, design/revision or order/claim reference, what happened, when it happened and the outcome you seek. Do not send passwords or full payment-card details.

If the issue concerns a Manufacturing Pack, stop cutting or machining, preserve the exact pack and revision and describe the suspected error. We may request screenshots, measurements, material details or the relevant manufacturer instruction. Continuing after identifying an apparent error may increase avoidable loss, but this policy does not excuse a Benchdogs-caused error.

We will acknowledge and investigate complaints fairly, keep you informed at proportionate intervals and provide an outcome or explain what further information is needed. No fixed response target has been owner-approved, so this draft makes no specific time promise. You may ask for an unresolved complaint to be reviewed by a more senior member of staff.

If you are a consumer, statutory rights and routes to independent advice remain available. The applicable ADR provider and any obligation to participate are not yet verified and are recorded as a production decision. You may obtain consumer advice through the official GOV.UK consumer-rights routes. Privacy complaints may be made to the ICO. Nothing in this policy prevents court action or other rights.