How to raise a concern
For an existing order, use the seller's contact details on your order confirmation or invoice. Include your name, order reference, what happened, when it happened and the outcome you are seeking. Photographs may help with a product or delivery concern. Please avoid sending unnecessary health information or payment-card details.
For concerns about this website, Wellstead's complaints email, postal address and verified telephone number still need to be supplied. The preview enquiry forms are not complaint-submission channels and do not send messages. Those contact details must be published before the site is used for live trading.
Handling your complaint
A live complaints process should acknowledge your concern, explain who is handling it, investigate fairly and keep you informed. If more time or information is needed, the handler should explain why. The final response should set out the findings, any proposed remedy and available escalation options. Specific response commitments are awaiting business confirmation; this page does not invent a turnaround time.
If you remain unhappy
Ask the seller to review the complaint and explain any independent dispute-resolution options. Where required by law, a trader that cannot settle a complaint must identify a suitable certified alternative dispute resolution body and state whether it will participate. No membership of an ombudsman or dispute scheme is claimed here.
You can seek independent consumer advice from Citizens Advice at citizensadvice.org.uk in England and Wales, Advice Direct Scotland at consumeradvice.scot in Scotland, or Consumerline through nidirect.gov.uk in Northern Ireland. These services can explain your rights and appropriate next steps. Your right to take legal action is not removed by a complaint procedure.
Finance complaints
If your complaint concerns finance, contact the firm named in your finance agreement. Where an eligible complaint is covered by the Financial Ombudsman Service, the firm's final response should explain referral rights and deadlines. For many covered complaints a firm normally has up to eight weeks to issue a final response, and referral is normally within six months of that response. Different rules can apply; check the response and financial-ombudsman.org.uk. Wellstead's own finance role and regulatory status remain unconfirmed.
Privacy and accessibility concerns
For information about data rights and the Information Commissioner's Office, read our privacy policy. For difficulty using this website, read our accessibility statement. These concerns may be raised independently of an order or purchase.