Customer Complaints Policy and Procedure


Satch’s Snacks is dedicated to ensuring that excellent customer service is provided along with a high standard of products. Our complaints policy is outlined to ensure that should there be a complaint, it is dealt with efficiently and as effectively as possible. We regard any complaint as an expression of dissatisfaction about our products or services. If we aren’t getting something right, please let us know.  


The following policy outlines our procedure to make a complaint. We endeavor to resolve your complaint as soon as possible.


In the event of a complaint, we advise the customer to first contact using one of the following methods:

Email: with written confirmation of their complaint.  

Write: Satch’s Snacks, 10 Woodlands Reach, Cinderford, GL142EN.


Please ensure that appropriate details are provided to make contact and include as much detail as possible.

  • You will receive an acknowledgement of your matter within 3 working days, provided in writing.
  • We will then conduct an investigation, depending on the nature of your complaint.
  • In an instance where we require any products to be returned, we will send out a postage label and instructions in order to receive the products back to us.
  • We will keep you informed of the progress and estimated time frame for resolution.
  • An offer of resolution to your complaint will be offered within 10 working days.

Whilst we endeavour to provide a resolution in this time frame, it may be necessary to conduct further investigations, which may delay a response. If we cannot meet a deadline we anticipate for a resolution, we will let you know.