Complaints Process

We are sorry to hear you want to raise a complaint, but rest assured at Waterstones we are committed to resolving complaints swiftly and effectively.

There are several ways you can contact to us to raise a complaint, as detailed below:

• By Telephone on 0808 1188787
  Our lines are open from 9am – 4.30pm Monday to Friday.
  Calls are free from UK mobiles and landlines.
  From outside of the UK, please dial: +44 208 045 1001

• By using our contact form which can be found on our website: Submit a request – Waterstones (zendesk.com)
  Please ensure that you select ‘Complaint’ as your enquiry reason.

• Or by writing to us at:
  Customer Services
  Waterstones Book Hub
  Fifth Avenue
  Centrum One Hundred
  Burton on Trent
  DE14 2UZ

All complaints will be acknowledged within 48 hours of receipt, and we will endeavour to provide a full and final resolution within 14 working days (during busier periods this may extend to 28 working days, but we will keep you updated where this is the case).

If you are unhappy with the outcome of your complaint, you will have the option to appeal the decision made. Further details on how to appeal will be set out in your resolution response.

Waterstones Booksellers Limited
203-206 Piccadilly
London
W1J 9HD