Decadence Bakery seeks to maintain and enhance our reputation of providing you with high quality products. We value complaints as they assist us to improve our products and customer service. 

We are committed to being responsive to the needs and concerns of our customers and to resolving your complaint as quickly as possible! 

We have designed this policy to provide guidance to our customers on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint. 

How a complaint can be made:

  • Completing the contact form on our website
  • Emailing us at

    If we receive your complaint via a phone call, we may ask you to put your complaint in writing, so that we can easily document it.


What we need to know:
To help us resolve your complaint quickly and accurately we will need the following information:

  • Your name and contact details
  • What the complaint is about
  • If relevant, the product you purchased from us
  • Details of any previous conversations you may have had with us regarding the complaint.


Recording complaints:
When taking a complaint, we will record your name, contact details and details regarding the nature of your complaint. 

We will keep these details solely for the purpose of addressing your complaint. Your details will be protected from disclosure, unless you express consent to its disclosure.


Our four point complaint process:

  • We acknowledge
    Within 4 business days of receiving your complaint we will acknowledge that we have received it.
  • We investigate
    Within 10 business days of receiving your complaint we will investigate your complaint impartially by considering the information you have provided us and any other information that could assist us in investigating your complaint.
  • We respond
    Following our investigation we will notify you of our findings and any actions we have or will take in regards to your complaint.
  • We take action
    We will adjust our business practices or policies where appropriate.