How do I raise a concern or make a complaint?

What should I do first?

Halfords prides itself on offering quality products & services, which is why when things don't go to plan, we want to make sure you get the support needed to solve any problems you may have.

Your question is most likely addressed in our FAQs. Here are answers to some of the most common queries:

Where is my order?

Did you know you can track the status of your order, both for home delivery and in-store collection, here?

I have a problem with my order

We're very sorry to hear that there is a problem with your order. The easiest way to return items is to take them to a store where a colleague will be able to process a refund for you. To find an open store near you that is open please click here.

I want to return an order

The easiest way to return items is to take them to a store where a colleague will be able to process a refund for you. To find an open store near you that is open please click here.

I am waiting for a refund

We'll process your refund within 30 days. Once it's all done on our end, it's over to your bank. They'll usually take 3-5 working days to pop the funds back into your account.

Our resolution experts are on hand to get the nation moving when things do go wrong, but first you might find the answer you’re looking for much quicker by visiting our FAQs.

See all FAQs

If you have a concern regarding one of our garages, click here to get in touch.

Need more support?

If you wish to speak to one of our resolution experts regarding poor service, damage to personal belongings or if you’ve sustained an injury, please email us at resolutionexpert@halfords.co.uk and we’ll respond as quickly as possible.

To make sure we can offer you a quick solution, it would be helpful if you could include the following information in your email where applicable.

  • Details of any existing case you may already have raised with us
  • Details of the store visited
  • The date, time, and product details of your purchase (or proof of purchase where possible)
  •  Any supporting documentation you may have in relation to your complaint

Alternatively, you can write to us at:

Resolutions Halfords Customer Services Department, Halfords Group plc, Washford West, Redditch, Worcestershire, B98 0DE

Alternative Dispute Resolutions (ADR):

In the event that you are still dissatisfied with the outcome of your complaint, then you have the right to refer it to an alternative dispute resolution (“ADR”) provider. A list of certified ADR providers can be found at www.tradingstandards.uk. Halfords is not obliged to use a specific ADR provider or procedure, however Retail ADR is an ADR scheme which is competent to deal with complaints of this nature should both you and Halfords wish to use ADR.

Please note that Halfords is not obliged to engage in ADR and reserves the right to refuse an offer of ADR if, taking into account all of the circumstances, we do not believe it would assist in resolving your complaint.

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