Complaints Policy

Effective Date: 22/07/2026

Last Updated: 22/07/2026

1. Introduction

TAU FOODS LTD is committed to providing high standards of customer service.

If you are dissatisfied with any aspect of our products or services, we encourage you to let us know so that we have the opportunity to investigate the matter and resolve it fairly.

This Complaints Policy explains how complaints may be submitted and how they will normally be handled.

Nothing in this Policy limits any statutory rights available to consumers under the laws of England and Wales.

2. Company Information

TAU FOODS LTD

Company Number: 17274450, Registered Office:124 City Road, London EC1V 2NX, United Kingdom, Website:https://taufoods.co.uk, Email:contact@taufoods.co.uk

Telephone:07932323209

3. How to Make a Complaint

To help us investigate your complaint efficiently, we ask that complaints are submitted in writing by email.

Please send your complaint to:

Email: contact@taufoods.co.uk

Where email is not reasonably possible, you may also contact us by telephone or write to our registered office address.

Written complaints help us maintain an accurate record of communications and allow us to investigate matters more effectively.

4. Information to Include

When submitting a complaint, please include as much relevant information as possible, including:

  • your full name;
  • your contact details;
  • your order number (if applicable);
  • the date of your order or delivery;
  • a clear description of the issue;
  • the product(s) affected, where applicable;
  • photographs or other supporting evidence, where available;
  • the outcome or resolution you are seeking.

Providing complete information will help us investigate your complaint more quickly.

5. Acknowledgement of Your Complaint

We aim to acknowledge receipt of your complaint within two (2) working days of receiving it.

Acknowledgement confirms that we have received your complaint and that it is being reviewed. It does not necessarily mean that a decision has been reached.

6. Investigation

Each complaint will be reviewed individually.

Depending on the nature of the complaint, TAU FOODS LTD may:

  • review order records;
  • review delivery records;
  • review payment information;
  • review correspondence;
  • request additional information;
  • request photographs;
  • contact suppliers or manufacturers where appropriate.

We may contact you if further information is required before a decision can be made.

7. Response Time

We aim to provide a substantive response within ten (10) working days of receiving all information reasonably required to investigate the complaint.

Some complaints may require additional time, particularly where third parties such as manufacturers, suppliers or payment providers are involved.

If additional time is required, we will keep you informed of the progress of your complaint.

8. Possible Outcomes

Following our investigation, we may, where appropriate:

  • provide an explanation;
  • apologise;
  • replace a product;
  • offer a repair where applicable;
  • provide a full or partial refund;
  • offer another appropriate remedy in accordance with applicable law;
  • decline the complaint where the evidence does not support the claim.

Each complaint is considered on its individual merits.

9. Fair Treatment

TAU FOODS LTD is committed to handling complaints fairly, consistently and respectfully.

We ask customers to communicate respectfully with our staff throughout the complaints process.

Abusive, threatening, discriminatory or offensive behaviour towards our employees, contractors or representatives will not be tolerated and may result in communication being restricted to written correspondence where appropriate.

This does not affect your legal rights.

10. Escalation

If you believe your complaint has not been resolved satisfactorily, you may ask for it to be reviewed by a senior representative of TAU FOODS LTD.

Where appropriate, we may carry out an internal review before providing our final response.

11. Record Keeping

TAU FOODS LTD may retain records of complaints, correspondence and supporting documents for a reasonable period in accordance with our Privacy Policy and applicable legal requirements.

These records help us:

  • investigate complaints;
  • improve our products and services;
  • identify recurring issues;
  • comply with legal obligations.

12. Changes to this Policy

TAU FOODS LTD may update this Complaints Policy from time to time to reflect changes in our business operations or legal obligations.

The latest version will always be available on our website.

13. Contact Details

TAU FOODS LTD

Company Number: 17274450, Registered Office:124 City Road, London EC1V 2NX

United Kingdom, Website:https://taufoods.co.uk, Email:contact@taufoods.co.uk

Telephone:07932323209

Final Statement

TAU FOODS LTD values customer feedback and is committed to resolving complaints fairly, efficiently and professionally.

We encourage customers to contact us as soon as reasonably practicable after becoming aware of an issue so that we can investigate it while the relevant information remains available.

Nothing in this Complaints Policy limits or excludes any statutory rights available to consumers under the laws of England and Wales.