Grass Direct Complaints Policy

As customers are at the heart of what we do, your opinion matters. Any kind of feedback allows us to continue to improve and we value each and every one. There may be occasions when we do not get it right, or fail to meet your expectations. If this happens we encourage you to contact us so that we can put matters right, our Customer Experience team will handle each complaint with care. All are investigated fairly, in a timely manner and all information is handled sensitively and continuously reviewed.

  • You can make a complaint by contacting our service representatives via our LiveChat here.
  • Alternatively, you can put a complaint in writing to us at the address below:
    • Grass Direct
    • Henson Close,
    • Bishop Auckland,
    • County Durham,
    • DL14 6WA


We aim to respond to all complaints within 1 working day, a resolution will be offered by the service representative who receives the letter/email. The information regarding the complaint and resolution will be documented on your order.

Should you be dissatisfied with the resolution, a call will be arranged to discuss this further with a senior representative within 1 working day.

In the unlikely event the complaint has not been resolved to your expectation, this will be escalated to our Customer Experience Manager. An email acknowledgement will be sent to confirm an investigation is being held and the outcome of this will be emailed within 3 working days.

Continuous Improvement

We monitor and review the effectiveness of our complaints handling process to ensure that this continuously improves and learnings from complaints handling are carried through into the organisation. Complaints are reviewed quarterly to identify any trends which may indicate a need to take further action.