Customer Care
We’re Here to Make It Right
At Precious Marble, your satisfaction is everything. If something hasn’t met your expectations, we want to know — and we’ll do everything we can to resolve it.
48hrs
Initial Response Time
100%
Complaints Reviewed
5★
Service Commitment
Step by Step
How to Log Your Complaint
Send us an email
Email us at info@preciousmarble.co.uk with the subject line “COMPLAINT” so we can prioritise your message immediately.
Describe the situation in detail
Tell us exactly what happened and when. The more detail you can provide, the quicker we can investigate and find a resolution for you.
Attach photos if applicable
If your complaint relates to a physical issue such as damage, installation quality or appearance, please attach clear photos to your email. This speeds up our review process significantly.
Include your job details
Please provide your full name and as many of the following as possible so we can locate your order quickly:
Quote Name
Invoice Number
Approximate Order Dates
Installation Dates
FAQ
Common Questions
How quickly will you respond to my complaint?
We aim to acknowledge all complaints within 48 hours of receipt. Our team will then investigate and provide a full response as quickly as possible depending on the nature of the complaint.
What if I don’t have my quote or invoice number?
Don’t worry — provide as much information as you can, including your full name and approximate dates. We’ll do our best to locate your order from whatever details you have available.
Can I make a complaint by phone?
We ask that all complaints are submitted by email so that we have a full written record of your concerns. This helps us handle your complaint thoroughly and fairly, and ensures nothing gets missed.
What happens after I submit my complaint?
Once received, your complaint is reviewed by our customer care team. We will investigate the issue, liaise with the relevant team members, and come back to you with a proposed resolution.
Ready to get in touch?
We take every complaint seriously. Let us know what happened and we’ll work hard to put it right.