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What is your complaints procedure?

QVC is committed to delivering great customer care by providing an easy and enjoyable shopping experience. However, we recognise that sometimes mistakes can happen and things can go wrong.

If this is the case, then we have a dedicated complaint procedure to deal with these queries for you quickly and fairly.

Please be assured that we treat all complaints very seriously, as they provide us with the opportunity to learn from our mistakes and improve the shopping experience that we offer to customers.

YOU CAN BE ASSURED THAT…
  • We will respond to all the points you raise in your complaint
  • We will clearly explain actions we take in response
  • We will deal with complaints as quickly as possible – usually within 2 – 3 days

BEFORE MAKING A COMPLAINT…

Before making a complaint, please contact a member of our Customer Care team on freephone 0800 51 41 31 to let us know where you feel our service has let you down.

Our Customer Care team is here to help and will aim to resolve any concerns you may have as quickly as possible.


HOW DO I MAKE A COMPLAINT?

If you feel our Customer Care team are unable to help, you can make a complaint by letter, phone or email by taking the following steps:

By letter

If you wish to make your complaint in writing, please send the letter to:

QVC
Department Q
Customer Operations Centre
Liverpool
L70 2QA

By email

If you wish to email your complaint, go to the Contact us page in the Help section. You’ll find instructions for emailing our Customer Care Manager there.

By phone

If you wish to talk to us about your complaint, please call freephone 0800 51 41 31 and ask to speak to one of our Customer Care Team Leaders. If we are not able to connect you with one of our Team Leaders straightaway, we will offer you a call back within 72 hours.

Information to include when making a complaint

When making a complaint, the following information will help us to process your complaint quickly:

  • Your full name and address
  • Your membership number, order number and the item number
  • What the problem is
  • What outcome you are looking for
  • Information on whether this is an initial complaint or whether you are writing regarding an ongoing complaint
  • Where possible, include copies of any previous letters or emails that you have sent or received that may be connected to the complaint you are making

WHAT HAPPENS WHEN I HAVE MADE A COMPLAINT?

Once your complaint has been received, we will try to resolve the problem for you within 72 hours. If we are unable to do so, (usually because your complaint requires further investigation), we will continue to update you on the status of your query until it is resolved.


I’M STILL UNHAPPY. WHAT’S THE NEXT STEP?

If you are still unhappy and feel that we have not provided you with the correct outcome, the next stage of the complaint process is to address your concerns to our Chief Executive Office.

If you wish to make your complaint in writing please send the letter to:

Chief Executive Office
QVC
Customer Operations Centre
Liverpool
L70 2QA

If you wish to email, you may do so by emailing your complaint and relevant information through to theCEO@qvc.com.

By telephone, call freephone 0800 51 41 31 and ask for your complaint to be sent to our Chief Executive Office. The office is open 9am – 5pm, Monday to Friday.

Once your letter, phone call or email has been received, we will aim to make contact within 3 working days.

If you purchased a product online, you can find information about online dispute resolution (“ODR”) on the following website managed by the European Commission https://ec.europa.eu/consumers/odr

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