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Ideally, we aim to resolve complaints within a timescale of seven working days. If this is not possible because a full investigation has not yet been completed, a progress report will be sent to the complainant.

If we, Crocodile Products, are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers.

You will need to refer your complaint to The Retail Ombudsman within 12 months after our final response. As a member of the organisation, we are bound by their code of practice and they can be contacted via:

The Retail Ombudsman can be contacted as follows:

12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW

T: 0203 540 8063



Alternatively, you may use the European Commission’s electronic form: