Complaint handling statement and procedure for customers

We are committed to making life easier for you and to keep learning about you so we can tailor our service, advice and products to help you get perfect results every time. We endeavour to ensure you always have a positive experience when shopping or interacting with us and to make sure you get exactly what you need for every project. And because we want to see you succeed, we’ll never stop looking for more ways to help you do that. However, we know life isn’t always perfect, so in case you do have cause to complain to us, we’ve created this Complaint Handling Statement to outline what will happen as we help you.

About the process

Our store teams and telephone advisors will offer you the best possible customer service and will always try to help you or answer your questions themselves. If they need to involve other teams or escalate the matter, they will do so until your problem is resolved. We may also have to contact other suppliers or agencies to help resolve the problem. A representative will stay in touch and keep you updated as we put things right for you and establish what went wrong. As part of resolving your problem, we will offer you an explanation and an apology. We will also take immediate action, by replacing products or offering our services and finding ways to fix your issue in the best way possible. We may award compensation in appropriate circumstances.

How to contact us

There are several ways to get in touch with us. The easiest and quickest way is to use the telephone number listed below and talk to one of our customer service advisors. If you prefer to write to us, our email and postal addresses are below. Please include your contact details so that we can get in touch and help put things right for you. We may also contact you if we need some more details about your complaint.

If you would prefer to talk to us face to face, then please visit one of our Dulux Decorator Centres, where a team member will be happy to help you.


Please use the store finder for details of opening hours per store.


Please call 0330 587 1800 to speak to a customer service advisor. Our telephone opening hours are from 7am until 5pm Monday to Friday, including the Bank Holidays when our stores are open.



Customer Service Team, Dulux Decorator Centre, Manchester Road, Altrincham WA14 5PG


We have a contact us form on our website. Please complete the details and we’ll respond to your enquiry.

Resolution ambitions

Step 1 – To resolve your issue at the first point of contact. After receiving your complaint, we will try to find an immediate resolution for you. For example, our telephone advisor may offer a solution, or a store colleague will provide a refund or product replacement. In most cases, we will be able to resolve your issue as soon as you raise a concern to

us. Please provide your contact details with your enquiry, so we can contact you with a response. If you contact us in writing, we aim to respond within 48 hours of receiving your written complaint.

Step 2 – To resolve your issue within 14 days from first contact

Where we must escalate your complaint and conduct an internal review, this could take a little longer. We do not set specific time frames for an investigation as this will vary based on the detail of the investigation and testing required, however, over 90% of cases are resolved within 14 days.