Complaints & alternative dispute resolution
How to raise a complaint with Washlets Direct and what happens if we cannot agree.
Last updated: 31 August 2026
1. Tell us first
Email [email protected] with the subject line Complaint. Include your order number, what went wrong, what you would like us to do, and any photos. You can also write to BMF Limited, 248 Meanwood Road, Leeds LS7 2HZ or call 0113 266 0096 (Monday–Friday 09:00–16:00).
We aim to acknowledge a complaint within two working days and to send a full response within 10 working days. Complex manufacturer inspections can take longer — we will say so.
2. If you are not satisfied
Ask for the complaint to be reviewed by a director. We will send a final response on paper or email.
3. Alternative dispute resolution (ADR)
We are not currently a member of a specific ADR scheme. Under the Alternative Dispute Resolution for Consumer Disputes Regulations we must tell you that ADR is available and whether we will use it.
If our final response does not resolve the issue, you may propose an approved ADR body. A commonly used retail option is RetailADR. We will consider any such proposal in good faith. Using ADR does not stop you going to court.
You can also get free advice from Citizens Advice.
4. Court
Consumers may use the small claims track in the county court for many disputes. English law applies; see our Terms.