Complaints Process

At Thorntons, we want to solve your problem first time as we understand that first impressions really count. We pride ourselves on how we treat our customers, the standards of care we offer and the quality of every outcome, because it's important to us to keep our customers smiling.

If you have a complaint, please contact our team on 0345 121 1911 or 0800 454 537 or use our contact form. Our friendly advisers are fully trained to deal with any issues you may have.

If you prefer you can write to us at:

Thorntons Ltd.
Thorntons Park,
DE55 4XJ

Online Dispute Resolution

For online purchases, in the unlikely event that, after following our internal complaints procedures you still feel we have not resolved your complaint satisfactorily, you have the right to refer the dispute to the EU’s Online Dispute Resolution Platform at If you decide to use this service, please use the following Thorntons email address when completing the form