Customer Services

Listening to what our customers tell us, and acting on it, is one of the principles at the heart of B&Q. Outside of stores, our Customer Services team in Fareham is the first point of contact for customer queries - whether it's an enquiry about stocking a particular product, a question about our environmental policy, or a complaint about some aspect of the service we provide.

The team also provides advice, support and guidance about every aspect of customer care, to stores and to other parts of the business. This includes managing our mystery shop programme on a store-by-store basis, to identify where each store is doing well and where there are opportunities to improve.