COMPLAINTS POLICY
Last updated: August 2026
Mango and Marmalade Stories Ltd wants families, customers and community partners to have a positive experience with us.
Sometimes things may not go as expected. If you have a concern or complaint about one of our products, services, orders, events or programmes, please let us know so that we can look into it and try to resolve the matter fairly.
This Complaints Policy applies to Mango and Marmalade Stories Ltd and our websites, including:
How to make a complaint
Please email:
support@mangoandmarmaladestories.com
Please include as much of the following information as is relevant:
- your name;
- your contact details;
- your order or reference number, if applicable;
- the product, service, event or programme concerned;
- relevant dates;
- a clear description of what has happened; and
- what you would like us to consider doing to resolve the matter.
You do not need to use any particular wording or format to make a complaint.
What happens next
We will aim to acknowledge your complaint within 5 business days.
We will then review the information you have provided and, where necessary, may contact you for further details.
We aim to provide a substantive response within 20 business days of receiving your complaint.
Some matters may take longer to investigate. If this happens, we will let you know and provide an updated timeframe.
How we may resolve a complaint
The appropriate solution will depend on what has happened.
Where appropriate, this might include:
- replacing a product;
- providing a full or partial refund;
- correcting an error;
- providing a credit or voucher;
- providing further information or an explanation;
- taking appropriate action in relation to a service, event or programme; or
- another reasonable solution agreed with you.
Any refund, replacement or other remedy will also be subject to your statutory consumer rights and our applicable Terms of Sale.
Nothing in this Complaints Policy limits any legal rights you may have.
Complaints about Family Ambassador activities
If your complaint relates to the Mango & Marmalade Stories Family Ambassador Programme, please contact us using the same email address above.
Complaints may relate to matters such as:
- programme administration;
- communications;
- gifted materials;
- use of Ambassador-created content;
- privacy or permissions; or
- your experience of participating in the programme.
Where a complaint relates to personal information or an identifiable child, we will also consider the matter under our Privacy Notice and any applicable consent or programme terms.
Complaints about privacy or personal information
If your complaint concerns how we collect, use or protect personal information, please contact us at:
support@mangoandmarmaladestories.com
You also have the right to raise a data-protection complaint with the Information Commissioner’s Office (ICO) where applicable.
We would appreciate the opportunity to look into your concern first, but you are not required to do so before exercising any rights available to you.
If you are not satisfied with our response
We hope to resolve complaints directly wherever possible.
If you remain unhappy after receiving our final response, you may wish to seek independent advice about your consumer rights or other remedies.
In the UK, information about consumer rights is available from Citizens Advice.
Depending on the nature of the dispute, other dispute-resolution or legal options may also be available.
Nothing in this policy prevents you from exercising any statutory or legal rights.
Our approach to complaints
We will aim to deal with complaints:
- fairly;
- respectfully;
- as promptly as reasonably possible; and
- without treating someone unfavourably simply because they have raised a genuine concern.
We may retain appropriate records of complaints and how they were resolved where necessary for customer service, legal, safeguarding or business purposes.
Personal information connected with complaints will be handled in accordance with our Privacy Notice.
Contact us
Mango and Marmalade Stories Ltd
Grosvenor House
3 Chapel Street
Congleton
CW12 4AB
United Kingdom
Email: support@mangoandmarmaladestories.com
Registered in England and Wales
Company number: 15877082