Complaints Policy

Our policy

We hope that you will be satisfied with any purchase you make and the service you receive from Yamaha Music London and that you will never have reason to complain. However, if there is something you're not happy with, please contact us straight away so we can try and resolve any issues you may have.

Who to contact

If you are unhappy with any purchase you make or the service you receive from Yamaha Music London, it is often best to raise your concerns immediately with the person with whom you have been dealing.

If you want your complaint to be formally investigated:

  1. If you are in the store, please speak with a floor manager or team leader;
  2. Email us on: or use the email address on the business card you have been given; and
  3. Call us on 020 7432 4400 and select customer services from the options given.

What will happen next?

Your complaint will be investigated by a member of our team of an appropriate level of seniority.

We will aim to investigate and respond to your complaint within five working days. If we cannot resolve your complaint in this time, we will let you know via email how long we think it will take.

Alternative dispute resolution

Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you have made a complaint and have exhausted all the options provided by us, or you are not satisfied with the resolution we have provided, you can contact:

The Retail Ombudsman