Last Updated: 12/03/2026
At Matthews Aquatic Paradise Ltd, we are committed to providing high-quality customer service and support for all our clients across the United Kingdom. Our goal is to ensure your experience with our products, services, and website is professional, safe, and satisfactory.
1. Our Commitment
We aim to:
- Provide clear, accurate, and up-to-date information about our services and products
- Respond promptly to enquiries, complaints, or service requests
- Resolve issues fairly and efficiently
- Maintain the highest standards of professionalism, safety, and transparency
2. Contacting Us
You can contact our customer service team through the following channels:
- Email: info@matthewsaquaticparadise.co.uk
- Phone: 07777791542
- Website Contact Form: www.matthewsaquaticparadise.co.uk
We aim to respond to all enquiries within 2 business days.
3. Ordering & Service Enquiries
- Our team is available to provide guidance on:
- Aquarium installation and maintenance services
- Product recommendations and compatibility
- Pricing and quotations
- All orders are confirmed via email, and any changes will be communicated promptly.
4. Complaints & Resolution
If you are not satisfied with our services or products, please contact us immediately. Our process is as follows:
- Report: Contact us with full details of the issue.
- Investigation: We will review your complaint and request any supporting information if necessary.
- Resolution: We aim to resolve all complaints fairly, which may include repair, replacement, refund, or other agreed solutions.
We aim to resolve complaints within 14 days, in line with UK consumer protection standards.
5. Accessibility & Support
We strive to ensure our services and website are accessible to all customers. If you have any accessibility requirements or special needs, please inform us so we can provide suitable support.
6. Customer Rights
Our customer service is provided in accordance with UK consumer protection law, including:
- Consumer Rights Act 2015
- Distance Selling Regulations
- UK GDPR (for handling personal data)
You are entitled to clear information, safe products, and fair treatment when using our services.
7. Feedback
We welcome feedback to improve our services. Customers can provide feedback via email, phone, or the website contact form. All feedback is treated confidentially.
8. Contact Information
Matthews Aquatic Paradise Ltd
Email: info@matthewsaquaticparadise.co.uk
Phone: 07777791542
Website: www.matthewsaquaticparadise.co.uk