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
B&M handles complaints through its official online form.
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 complaint about B&M?
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
No legal deadline: set yours in the letterContact 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
B&M handles complaints through its official online form.
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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.
- Christmas order not delivered in time? Your rightsThe retailer, not the courier, must deliver. Under the Consumer Rights Act the default is 30 days, and an agreed date lets you cancel. How to get a refund before Christmas.
- Black Friday 2026: fake countdown timers and your rightsA High Court order now defines what a 'time-limited' deal means. How to spot fake timers and 'was' prices before Black Friday on 27 November, and how to get a refund.
- Owed a CMA refund? StubHub, Marks Electrical, the AAThe CMA publishes a live register of companies ordered to refund customers. Three are on it so far, £1.95m secured, and you don't have to lift a finger to get paid.
- Klarna & Clearpay complaints: your new rights from 15 July 2026BNPL comes under FCA regulation on 15 July 2026: affordability checks, real support in hardship, and Financial Ombudsman escalation. What changes and how to use it.
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.
Work at B&M? Reply to complaints here.
Don't let B&M ignore you
Read your B&M letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Disclaimer: 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. Where an address is marked verified, we read it on B&M’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach B&M. This page is for informational purposes only and does not constitute legal advice.