Complaints Policy

 Effective date: 16 July 2026

This policy explains how we handle complaints, concerns and service issues across the CoChilli website.

The CoChilli website includes different services operated by separate legal entities.

1. Which part of CoChilli is your complaint about?

CoChilli Pro
CoChilli Pro online product sales, Shopify orders, delivery, returns, refunds, product enquiries and trade or bulk purchase enquiries are operated by:

CoChilli Pro Ltd
Company number: 17309712
Registered in England and Wales
90 Clayton Road
Hayes
Middlesex
UB3 1BA
United Kingdom

Email: pro@cochilli.co.uk

CoChilli Events & Caterers
Wedding catering, private events, corporate catering, community events and related catering enquiries are operated by:

CoChilli Foods Ltd
Company number: 15493192
Registered in England and Wales
90 Clayton Road
Hayes
Middlesex
UB3 1BA
United Kingdom

Please use the contact route shown on your quotation, invoice, booking confirmation or the relevant Events & Caterers page.

CoChilli Eats
Food Club menus, collection, local delivery, pre-orders and related Eats enquiries are operated by CoChilli Foods Ltd.

Please use the contact route shown on the relevant Eats menu, order form, WhatsApp message or Eats page.

2. How to raise a complaint

Please contact us as soon as possible if something has gone wrong.

When contacting us, please include:

• your name
• order number, booking reference or event date, where relevant
• delivery postcode, collection point or venue, where relevant
• a clear description of the issue
• photographs, labels, packaging, receipts or other evidence, where relevant
• the outcome you are asking us to consider

This helps us investigate properly and respond more quickly.

3. Urgent food safety, allergen or damaged-product concerns

Please contact us immediately if your concern relates to:

• a damaged or compromised food product
• leaking, swollen, opened or tampered packaging
• a suspected food safety issue
• an allergen or dietary concern
• incorrect food supplied for a confirmed dietary request

Do not use, serve or consume food if you believe it may be unsafe or unsuitable.

If someone is experiencing a serious allergic reaction or medical emergency, call emergency services immediately.

4. How we handle complaints

We will review your complaint fairly and aim to resolve it as quickly as practical.

Our usual process is:

• acknowledge your complaint within 3 working days
• review the information provided
• ask for further details if needed
• investigate with our team, fulfilment partner, courier, supplier, venue or event team where relevant
• provide an initial response within 10 working days where possible
• provide a final response within 20 working days where the matter is more complex

Some complaints may take longer, especially where we need information from a courier, fulfilment provider, supplier, venue or payment provider. If this happens, we will keep you updated.

5. Possible outcomes

Depending on the issue, we may offer:

• an explanation
• an apology
• a replacement
• redelivery
• a partial refund
• a full refund
• a credit
• a correction to an order, booking or record
• another suitable remedy

The outcome will depend on the circumstances, the evidence available, the service involved and your legal rights.

6. CoChilli Pro delivery, return and refund issues

For CoChilli Pro product orders, please also read our:

• Shipping Policy
• Return and Refund Policy
• CoChilli Pro Terms of Sale
• CoChilli Pro Food Safety, Allergen & Product Information

Please keep the outer carton, product packaging, labels, batch code and best-before details where relevant. Photographs may help us investigate.

7. Events & Caterers complaints

For event catering, please raise any concern during the event where practical, so that our team has the opportunity to help at the time.

For complaints after an event, please contact us as soon as possible and include the event date, venue, booking name and a clear description of the issue.

8. CoChilli Eats complaints

For Eats orders, please contact us as soon as possible after collection or delivery if an order is missing, incorrect, damaged, unsafe or materially different from what you ordered.

Where practical, please keep the food, packaging, labels and photographs until we have had the opportunity to review the issue.

9. Complaints about personal data

If your complaint relates to how we handle personal data, please refer to our Privacy Policy.

You can also raise a concern with the UK Information Commissioner’s Office if you are unhappy with how your personal data has been handled.

10. Changes to this policy

We may update this Complaints Policy from time to time.

The version published on the website at the time you contact us will apply to your complaint.