Complain to B&M
B&M complaints about refunds, faulty goods and store service: their customer services email, the 30 day returns window, and 12 months on faulty electricals.
RetailContact emails
customerservices@bmstores.co.uk
Customer Service
Common B&M complaints
Complaint escalation guide
Is there an ombudsman for B&M? Most high-street and online retailers are not covered by an ombudsman. If B&M will not resolve a faulty-goods or refund complaint, your escalation route is a Section 75 claim or chargeback, then Trading Standards, then the small claims court.
How do you escalate a B&M complaint? If you paid by credit card and the item cost over £100, make a Section 75 claim (or a chargeback on a debit card). Report the trader to Trading Standards through the Citizens Advice consumer helpline, and for unresolved amounts use the small claims court.
Laws that protect you
Consumer Rights Act 2015
Products must be of satisfactory quality, fit for purpose, and as described.
Consumer Contracts Regulations 2013
14-day cooling-off period for online and distance purchases.
Section 75 Protection
Credit card purchases between £100-£30,000 have joint liability protection.
Tips for B&M complaints
- Take faulty goods and proof of purchase back to the store you bought them from: B&M's own policy makes the store the first step, not head office
- Electrical items carry 12 months for faults, not the 30 days the general returns policy mentions
- The 30 day refund window is B&M's own goodwill policy and sits on top of your statutory rights, so a fault after 30 days is still their problem
- Heron Foods is owned by B&M but has its own customer services team, so send a Heron complaint there instead
- Card refunds can take up to 7 days to appear, which is the bank rather than the retailer
If B&M doesn't respond
- 1
Customer Service
Allow 14 daysContact the retailer's customer service team directly
- 2
Formal Written Complaint
Send a formal complaint letter citing the Consumer Rights Act 2015
- 3
Section 75 / Chargeback
If paid by credit card (£100+), contact your bank for Section 75 protection
- 4
Contact emails
customerservices@bmstores.co.uk
Customer Service
Expected response time
14 days
Retailers should acknowledge complaints within 14 days. No statutory deadline, but unreasonable delays strengthen your case.
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Frequently asked questions
Tools & guides for your B&M complaint
Free calculators and explainers that strengthen the case you make to B&M.
- Section 75 & chargeback checkerPaid by card? You have a secret weapon.
- Chargeback letter generatorGenerate a bank chargeback request letter.
- Delivery compensation calculatorCalculate compensation for late or failed deliveries.
- Consumer rights checkerFind the laws that back you up.
- Cooling-off period calculatorChanged your mind? You might still have time.
- Refund timeline checkerUnderstand your refund rights for faulty goods.
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- Buy Now Pay Later Gets Regulated: What Changes From July 2026From 15 July 2026, Klarna, Clearpay, and other BNPL providers fall under FCA regulation. You'll gain Section 75 protection, affordability checks, and the right to complain to the Financial Ombudsman.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
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Create my B&M complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to B&M or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.
Last reviewed: by NoReply Editorial