Making a complaint

1How to complain

Contact us by email at info@irishmediaagency.ie or by phone on +353 1 443 4433.

It helps us if you can include:

• your order number, or the account name the order was placed under;
• the product, and its batch number and expiry date if the complaint is about the product itself;
• what happened, and what you would like us to do about it;
• photographs, if there is anything to see.

You do not need to use a particular form of words, and you do not need to say the word complaint. If you are unhappy, we will treat it as a complaint.

2What happens next, and how long it takes

Within 2 working days

We acknowledge your complaint, give it a reference, and tell you who is dealing with it.

Within 10 working days

We come back with an answer. If we need longer, for example because we are waiting on the manufacturer, we tell you that inside the ten days and give you a new date.

If you are still unhappy

Ask for it to be reviewed. A different person looks at it and replies within a further 10 working days. That is our final response.

We keep a record of every complaint, what caused it and what we did. It is how we find the problems that are ours rather than one-off accidents.

3A product quality or safety concern is different

Then, the same day:

• Keep everything. The product, its packaging, the outer box, and anything the batch number and expiry date are printed on. That information is how the manufacturer traces the batch.
• Tell us. Phone rather than email if it is urgent. We will tell you how to store or return the item safely.
• Report an adverse incident to the regulator. Where the product is a medical device or a cosmetic product and something has gone wrong that harmed or could have harmed someone, the Health Products Regulatory Authority is the Irish competent authority and takes reports from both healthcare professionals and members of the public.

Reporting to the HPRA is separate from telling us and does not replace it. We are required to pass a serious concern to the manufacturer and, where it applies, to the authorities, and we would rather do that with your information than without it.

If we are told about a recall or a safety notice affecting something we have sold you, we will contact you directly. That is one of the reasons we keep order records.

4If we cannot resolve it between us

After our final response, these are your options.

If you bought as a consumer

The Competition and Consumer Protection Commission gives free information on consumer rights and can advise you on where to take a complaint.

The Small Claims procedure in the District Court handles consumer claims up to two thousand euro, and it is designed to be used without a solicitor.

If you bought as a business

The consumer routes above do not apply to a business-to-business purchase. The dispute route for a trade account is set out in the terms and conditions of sale.

Data protection

If your complaint is about how we have handled your personal data, you can complain to the Data Protection Commission in Ireland at any time. You do not have to come to us first, though we would like the chance to fix it. See the privacy policy.

Accessibility

If your complaint is that this website itself was not usable, the route is on the accessibility statement.

5Complaining about a member of our team

If your complaint is about how someone here treated you, say so and it will be handled by someone other than the person concerned. It will not affect your account, your pricing or your orders.