Complaints Policy

DanSushi Ltd – Complaints Policy

Our Commitment to You

At DanSushi, we are passionate about providing an exceptional experience, from the freshness of our ingredients to the quality of our service.1 We take great pride in our food and value our customers immensely. We understand that sometimes things may not go as planned, and if you are not completely satisfied, we want to hear about it so we can make things right.3

This policy outlines how you can raise a complaint and how we will handle it in a fair and timely manner. Your feedback is crucial for helping us improve.

How to Make a Complaint

If you have a complaint regarding your order or any aspect of our service, we encourage you to contact us as soon as possible. The quickest way to resolve an issue is by speaking with our team directly after you have received your order.

Timeframes for Complaints:

• Incorrect or Missing Items: Please contact us ideally within 30 minutes of receiving your order so we can rectify the mistake promptly.
• Food Quality Concerns: Please contact us within 2 hours of receiving your order. This allows us to properly investigate the issue with our kitchen team.

How to Contact Us:

• By Phone (Recommended for immediate issues): +44 7762 163251
• By Email: info@dansushi.co.uk

What Information to Provide:

To help us resolve your complaint quickly, please provide the following information:

• Your full name and order number.
• A clear description of the issue.
• If applicable, clear photographic evidence of any incorrect items or quality concerns. This is very helpful for our investigation.

Our Complaints Handling Process

1. Acknowledgement: We will acknowledge your complaint and confirm that we are looking into the matter.
2. Investigation: Our team will carefully review your complaint, taking into account your order details and any evidence you have provided.
3. Resolution: We will contact you with a proposed resolution. In line with our Refund and Returns Policy, this may be a replacement of the incorrect or unsatisfactory item, a partial or full refund, or store credit, depending on the circumstances.
4. Processing Refunds: If a refund is approved, it will be processed back to your original payment method within 3–5 working days.

Your Statutory Rights

This complaints policy does not affect your legal rights under UK law, including the Consumer Rights Act 2015, which states that goods must be of satisfactory quality, fit for purpose, and as described.