Complaints.
VERSION 1.2 · EFFECTIVE 30 September 2026
Talk to us directly
We are the seller of every cask sold through The Whisky Index, so whatever your complaint is about — a cask's description, the purchase itself, payment, or the warehouse transfer — we're who handles it. Email toby@thewhiskyindex.com or call +44 7564 226927, and tell us what happened.
How long it takes
We acknowledge every complaint within 2 working days and send a full response within 14 days. If we need longer, we tell you why and when to expect it.
Cask description or verification
If a cask's listing misrepresented it, or what you were told doesn't match our own verification records, tell us and we'll investigate against those records. Use our report form with as much detail as you can, or contact us directly above.
Payment disputes
Because we're the seller of every cask, we hold your payment and we resolve a payment dispute about it ourselves — see the Cask Sale Agreement for how that works.
If you're not satisfied with how we handled it
Contact us directly and we'll review the decision. For a complaint about how we've handled your personal data specifically, you also have the right to complain to the Information Commissioner's Office. See our Privacy Policy.
Alternative dispute resolution (ADR) is a process where an independent body looks at the facts of a dispute and tries to resolve it without you having to go to court. We are not obliged to use ADR and are not currently signed up to any ADR scheme, but we will always try to resolve a dispute directly with you first, using the process above.
If you're still unhappy after our full response, you can get free advice from Citizens Advice, which can refer your complaint to Trading Standards.