Our FAQ’S | T&C’S

Our FAQ’S | T&C’S

CONTACT US

If you haven’t found the answer you’re looking for or you need any help, please contact us on email at info@marketbosworthbrewery.co.uk We aim to respond to all queries within 1 working day (please note we are open 9am-5pm Monday to Friday, excluding Bank Holidays).

COOKIES

A cookie is a small data file stored by your web browser on your computer. It allows us to recognise your computer by associating the identification numbers in the cookie with other customer information you have provided to us. That customer information is stored on our secured database. We use cookies to keep track of what you have in your basket and to remember you when you return to our site. They can also tell us which website you came to us from. Cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.Cookies are also used in the functioning of the online store section of our site, by keeping track of information you enter into the site (products chosen, delivery address etc) so that it can be passed onto us to generate your order.By using our website, you agree that we can place these types of cookies on your device. You can choose to accept or decline cookies (most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer). This may however prevent you from using this website.  

PRIVACY POLICY

Market Bosworth Brewery is committed to protecting the privacy of our site visitors and customers. We will not disclose information about our customers to third parties except where it is part of providing a service to you – e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research or where we have your express permission to do so. We will not sell your name, address, e-mail address, credit card information or personal information to any third party (excluding partners from whom you may have linked to our site) without your expressed permission. We do not collect Personal Information about you, except when you provide it to us. When you submit your Personal Information you will be asked to consent to the processing and transfers of your Personal Information. If you would prefer that we don’t collect any Personal Information from you, please do not provide us with any such information. We will use the Personal Information you provide us only for the purposes of processing your orders and responding to any comments or questions you have. We may use the information you provide in aggregate (non-personally identifiable) form for internal business purposes, such as generating statistics and developing marketing plans. We may collect, store or accumulate certain non-personally identifiable information concerning your use of Brewdog.com, such as information regarding which of our pages are most popular and general website administration. We may also use your information to tell you about our products, promotions and special offers that may be of interest to you, by email, mail or by telephone. In particular, we may look at what you have previously ordered in an attempt to tell you about promotions that will be of particular interest to you. All customers are given the opportunity to opt-out of receiving such further information that they give by contacting customer services at onlineshop@brewdog.com. We may disclose any information, including Personal Information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request. Sensitive information is not sought through this website. Sensitive information includes data relating to: race or ethnic origin; political opinions; religious or other similar beliefs; physical or mental health. If you do provide sensitive information, by providing that information you explicitly consent to us using it for the purposes for which it has been provided.  

COPYRIGHT AND IP RIGHTS

All content included on this website, unless uploaded by Users, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of Market Bosworth Brewery, our affiliates or other relevant third parties.  By continuing to use the Website you acknowledge that such material is protected by applicable United Kingdom and International intellectual property and other laws. You may not reproduce, copy, distribute, store or in any other fashion re-use material from the Website unless otherwise indicated on the Website or unless given express written permission to do so by Market Bosworth Brewery.  

NOTICE

These Terms and Conditions shall be subject to and interpreted in accordance with the laws of England. Our failure to enforce a right does not amount to waiver of it.  

Complaints Policy of Market Bosworth Brewery

Market Bosworth Brewery views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint. Our policy is:
  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure everyone at Market Bosworth Brewery knows what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.
Definition of a Complaint
  • A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Market Bosworth Brewery.
Where Complaints Come From
  • Complaints may come from customers.
  • A complaint can be received verbally, by phone, by email or in writing.
  • This policy does not cover complaints from staff, who should use Market Bosworth Brewery’s Discipline and Grievance policies.
Confidentiality
  • All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
  • Overall responsibility for this policy and its implementation lies with Market Bosworth Brewery’s owners and management.
Review
  • This policy is reviewed regularly and updated as required.
  • Adopted on: January 2017.  Last reviewed: January 2017.
  • Complaints Procedure of The Studio Publicised Contact Details for Complaints:
  • Written complaints may be sent to Market Bosworth Brewery at Willow Farm Business Centre, Stoke Golding, Leicestershire, CV13 6EU or by e-mail at info@marketbosworthbrewery.co.uk
  •  Verbal complaints may be made by phone to 01455 377855  or in person to any management at Market Bosworth Brewery at Willow Farm Business Centre, Stoke Golding, Leicestershire, CV13 6EU
Receiving Complaints
  • Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
  • Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
  • Write down the facts of the complaint.
  • Take the complainant’s name, address and telephone number.
  • Note down the relationship of the complainant to Market Bosworth Brewery (for example: client, member).
  • Tell the complainant that we have a complaints procedure.
  • Tell the complainant what will happen next and how long it will take.
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Stage One
  • In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
  • Whether or not the complaint has been resolved, the complaint information should be passed to any member of management within one week.
  • On receiving the complaint, management records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
  • If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
  • Complaints should be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
  • Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
  • Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
  • If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the owner/managing directors.
  • The request for Board level review should be acknowledged within one week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
  • The person who receives Stage Two complaints]may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
  • If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
  • The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
  • Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
  • Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
  • The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.