Complaints
Last updated: May 2026.
If something has gone wrong, we want to hear about it. This page sets out how to make a complaint and what you can expect from us in response.
How to make a complaint
The fastest route is email or phone:
- Email: help@thefunctionalmushroom.co
- Phone: +44 7828 705655 (Monday to Friday, 9am–5pm UK time)
- Post: The Functional Mushroom Company Limited, 8–10 Queen Street, Seaton, Devon EX12 2NY, United Kingdom
When you contact us, please include your order number (if any), what’s gone wrong, and what outcome you’re looking for. The more specific you can be, the faster we can help.
What we’ll do
- Acknowledge — within one working day, we’ll confirm we’ve received your complaint and tell you who’s looking into it.
- Investigate — we aim to give you a substantive answer within five working days. If a complaint needs more time (for example, because we’re waiting on a courier or supplier), we’ll tell you that and give you a realistic date.
- Resolve — where we’ve got something wrong, we’ll fix it. That can mean a replacement, a refund, a credit, or a change to how we do things. We’ll explain our reasoning.
- Close — when we believe the complaint is resolved, we’ll confirm in writing.
If you’re not happy with our response
If our response doesn’t resolve your complaint, reply to us and ask for it to be reviewed by the company director. We’ll respond to that review within five working days.
If you’re still not satisfied after that, you may have routes outside the company:
- UK consumers — Citizens Advice (https://www.citizensadvice.org.uk) and the Trading Standards service in your local authority can offer guidance. The European Online Dispute Resolution platform is at https://ec.europa.eu/consumers/odr/. We are not currently signed up to a UK alternative dispute resolution (ADR) scheme.
- Privacy and data complaints — UK Information Commissioner’s Office at https://ico.org.uk or 0303 123 1113.
- Advertising complaints — Advertising Standards Authority at https://www.asa.org.uk.
Statutory rights
Our complaints process sits alongside your statutory consumer rights. Using this process does not affect those rights.