How to Complain to Holland & Barrett
Step by step: where to complain, what to say, and where to go if Holland & Barrett does not put it right.
Consumer Protection UK is independent and is not connected to Holland & Barrett. This guide uses information published by Holland & Barrett and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Holland & Barrett official complaints page (opens in a new tab)
Holland & Barrett says complaints can be made by phone, live chat, its online contact form or email. It aims to respond within 48 hours, and an unresolved complaint can be passed to its specialist Customer Experience team using the complaint reference, again with a 48-hour target. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for Holland & Barrett from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses and whether it will take part, and contact the Citizens Advice consumer service.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: Holland & Barrett says it does not currently belong to an ADR provider, but suggests customers may consider the Consumers' Association for Dispute Resolution. It advises anyone who feels unwell after using a product to seek medical help first.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Complain to the retailer that sold you the goods, not the manufacturer. Your contract is with the seller.
- Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a refund, and up to 6 months in which a fault is presumed to have been there from the start.
- If you paid by credit card, think about a Section 75 claim. For debit cards, a chargeback.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.