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Need support?

We’ve outlined some of the main issues you might encounter with your machine and to solve them here so you can get back to work sooner.

Or visit Brother Solutions Center or download the Brother SupportCenter App for the most frequently asked questions.


How to contact us...


All Enquires: from UK call 0333 999 7733 from Ireland call 081 877 6286

Email us: ukcustomersupport@brothersewing.eu


Brother Sewing Machines Europe GmbH UK Branch,
Shepley Street,
M34 5JD
United Kingdom


  • In order for us to provide you with the best solution we may need to pass your details onto relevant third parties to assist in developing and delivering this service for you.
  • You can withdraw your consent at any time. Personal information for processing your request will be handled with care in accordance with our privacy policy.

Silver sticker with model and serial number information


If your product has been sold to you by one of our Authorised Dealers, please contact them directly since they will be able to assist you directly and efficiently.
If you want to contact us directly however, please send us an email with the serial number and the model number of your product.

You can find this information on the label on the back of your machine. You can find your serial number here.

TCF is the at the core of our basic values. Our aims:

  • Consumers can be confident they are dealing with a company where the fair treatment of customers is important.
  • Products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
  • Consumers are provided with clear information and are kept appropriately informed before, during and after the point of sale.
  • Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Consumers are provided with products that perform as we have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.
  • Consumers do not face unreasonable post-sale barriers with submitting a claim or making a complaint.

We are keen to ensure customers are treated fairly. We know to achieve this we must:

  • Invest in the training and development of our staff to ensure they are competent and focused on the importance of treating every customer fairly.
  • Ensure that any advice given is in the customers’ best interests.
  • Continually assess the services and products we provide to ensure we can meet changing requirements.
  • Enable our staff to ensure any concerns raised by a customer immediately addressed.

We constantly monitor our ability to achieve these standards through regular assessments of individual performance, benchmarking performance against quality standards and internal audits.



On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0161 931 2343
Email: ukcustomersupport@brothersewing.eu


Brother Sewing Machines Europe GmbH (Attention: Josephine Byrne)
Jones House
Shepley Street
M34 5JD

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

The purpose of this policy is to ensure that our operations do not have any negative impact upon vulnerable customers.

For the purposes of this policy vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures.

As soon we think we may be engaging with a vulnerable customer we will:

  • Provide additional opportunities for the customer to ask questions about the information we have provided
  • Continuously seek confirmation that the customer has understood the information that has been provided
  • Ask if there is anybody who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
  • Offer you the opportunity to complete the transaction after a period of further consideration

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.