Complain to Screwfix
UK trade supplies and DIY retailer
RetailContact emails
customerservices@screwfix.com
Customer Service
complaints@screwfix.com
Complaints
Screwfix handles complaints through its official online form.
Common Screwfix complaints
Know your exact situation?
Step-by-step guides for the most common Screwfix disputes - the law that applies, deadlines, and a template letter for each.
Complaint escalation guide
Is there an ombudsman for Screwfix?
Most high-street and online retailers are not covered by an ombudsman. If Screwfix 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 Screwfix?
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 Screwfix complaints
- Keep all receipts and order confirmations
- Take photos of any defects or damage
- You have 30 days for a full refund on faulty goods
- The retailer is responsible, not the manufacturer
- Online purchases have a 14-day cooling-off period
If Screwfix 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@screwfix.com
Customer Service
complaints@screwfix.com
Complaints
Screwfix handles complaints through its official online form.
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Frequently asked questions
Tools & guides for your Screwfix complaint
Free calculators and explainers that strengthen the case you make to Screwfix.
- 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 Screwfix? Reply to complaints here.
Don't let Screwfix ignore you
Read your Screwfix 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 Screwfix or any of the companies listed on this site. Where an address is marked verified, we read it on Screwfix’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 Screwfix. This page is for informational purposes only and does not constitute legal advice.