We would rather hear about a problem than not. This page explains how to
make a complaint, what we do with it, and how long each step takes.

1. How to make a complaint

Use whichever is easiest. Please include your order number
if your complaint concerns an order.

• Email:
  [email protected] — the fastest route,
  and it gives you a written record.
• Telephone: 042-35199009,
  Monday to Saturday, 9:00 a.m. to 6:00 p.m. Closed on Sunday.
• In writing: Customer Complaints, Head Office, 14th Executive, Pace Tower Apartments, Block H, Gulberg II, Lahore
• In person: at Albakio Book Store, 6 Al-Hamd Market, Ghazni Street, 40 Bazar, Urdu Bazar, Lahore 54000, during the hours above.

2. What to tell us

• Your name and a telephone number or email address we can reply to.
• Your order number and the date of the order, if there is one.
• What went wrong, with dates.
• What you would like us to do about it.
• Photographs, if the complaint concerns a damaged or incorrect item.

3. What happens next

1. Acknowledgement — within
   2 working days. We confirm we have
   received your complaint and give you a reference number.
2. Investigation. A member of staff who was not involved in
   the original transaction reviews what happened and may contact you for
   more detail.
3. Resolution — within
   10 working days of acknowledgement. We write
   to you with our findings, our decision, and the reasons for it. If the
   matter is complex and will take longer, we tell you why and give you a
   revised date.
4. Putting it right. Where the complaint is upheld this may
   mean a replacement, an exchange, a refund, or a correction to our
   records. Refunds follow the timings in our
   Shipping, Exchange, Return,
   Refund and Cancellation Policy.

4. If you are still not satisfied

Ask for the matter to be referred to senior management by
replying to our response or writing to the head office address above, quoting
your reference number. A senior manager will review the case afresh and reply
within 10 working days.

5. Complaints about a payment

If your complaint concerns a card payment, a failed transaction or a refund
that has not arrived, please raise it with us first — most payment problems are
resolved fastest at source. You also retain the right to raise the matter with
your card issuer or bank, and with the
Banking Mohtasib Pakistan, whose service is free of charge.

6. Our record keeping

Every complaint is logged with its date, nature, and outcome. The log is
reviewed regularly so that recurring problems are fixed at the cause rather
than handled one at a time.

How to reach us

• Telephone: 042-35199009
• General enquiries:
  [email protected]
• Orders and delivery:
  [email protected]
• Complaints:
  [email protected]
• Book store: Albakio Book Store, 6 Al-Hamd Market, Ghazni Street, 40 Bazar, Urdu Bazar, Lahore 54000
• Head office: Head Office, 14th Executive, Pace Tower Apartments, Block H, Gulberg II, Lahore
• Hours: Monday to Saturday, 9:00 a.m. to 6:00 p.m. Closed on Sunday.