Complaints Process
We want to ensure that you’re happy when you shop with us. If you’re not satisfied with your purchase or something’s gone wrong, please contact our customer service team as soon as possible and we can discuss ways to resolve the issue for you.

You can contact us here through email or phone. We aim to respond to your complaint as quickly as possible, normally within 72 hours where we can discuss the solution and a resolution date. If we are unable to provide you with a resolution date within 2 weeks, we will contact you to explain the reason for delay and when we expect to resolve the issue by.

Escalated Complaints
If you have already contacted us and remain unsatisfied, then please email us at sales@toolstoday.co.uk and mark it for the attention of our Customer Service Manager, or alternatively write to us at: Customer Service Manager, Bob Richardson Tools & Fasteners Limited, Pedmore Road, Dudley, DY2 0RL.

Finance Agreement Complaints
If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on Financial Ombudsman Website.