Complaints Procedure

1. Our commitment

Salam Noor is the trading name of Abdel Alahdal, a sole trader established in England and Wales, and is not registered for VAT. You can contact us at [email protected] or by post at 83 Barfort Court, Gateshead, Tyne and Wear, NE9 6LT, United Kingdom.

We want you to be happy with our work. If something has gone wrong, we would rather hear about it and put it right. Every request or complaint you send is read by a person — not filtered by a machine — and is answered within five working days.

2. How to make a complaint

Please email [email protected] and include:

• your order or invoice number, if you have one;
• the name and email address used for the order;
• a clear description of what has gone wrong and what you would like us to do;
• any dates, screenshots, or messages that help explain the problem.

The more detail you give us, the sooner we can help. A "working day" in this procedure means Monday to Friday, excluding public holidays in England and Wales.

3. What happens next

We acknowledge and respond to every complaint within five working days of receiving it.

If your complaint is straightforward, we aim to resolve it in that first response. If it needs investigation, our first response will tell you who is dealing with it, what we are doing, and when you can expect a full answer.

4. Timescales for resolution

We aim to resolve complaints fully within 20 working days of our acknowledgement. If a matter is complex and needs longer, we will explain why, give you a revised date, and keep you updated at least every 10 working days until it is resolved.

5. If you are not satisfied

If our response does not resolve things, reply and ask for your complaint to be escalated. It will be reviewed afresh by the owner of the business, who will send you a final written response. That final response is our last word under this procedure, and it does not remove any of the rights set out in clause 7.

6. Payments and card disputes

If your complaint is about a payment, please contact us before you contact your bank or card provider. Most payment problems are a misunderstanding that we can fix quickly, and a bank chargeback is slower and more disruptive for both of us.

Starting a chargeback does not pause this procedure or any obligation you have under an agreement with us. The chargeback clause in our Refund & Credit Policy explains how we handle card disputes and the evidence involved.

7. Your statutory rights and other options

This procedure does not affect your statutory rights, and it does not prevent you from taking your complaint elsewhere at any time.

If we cannot resolve your complaint between us, you may be able to refer it to an independent alternative dispute resolution (ADR) or ombudsman service, or take the matter to court. Where a certified ADR provider is available for your type of complaint, we will tell you who they are and whether we agree to use them. For consumers, nothing in this procedure affects your rights under the Consumer Rights Act 2015 or other consumer protection law.

8. Our records

We keep a record of the complaints we receive and how they were resolved, so that we can find patterns and improve. We will keep you informed in line with the timescales in clause 4.