- Furniture Ranges
- Special Offers
(Updated 12th May 2018)
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone purchasing our products or services, or just visiting our website, may make a suggestion.
In the first instance, please contact us with details of your issues or concerns. Our contact details can be found on our ‘Contact Us’ page.
We aim to handle complaints quickly, effectively and in a fair and honest way.
We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
To assist us in our investigations we will require images of the product or full details of the service you are unhappy about.
You can complain:
All contact information is detailed on our Contact Us page.
The Manager or Business Owner has overall responsibility for dealing with all complaints made about our products and/or service.
We will provide as far as is reasonably practical:
any help you need to follow our complaints procedure
where you may get that help.
The Manager or Business Owner will investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will contact you to discuss the outcome, and e-mail you with:
details of the findings;
any action we have taken; and
our proposals to resolve your complaint.
You should complain as soon as possible after the date on which the event occurred or came to your notice. If you complain more than six months later, we may not be able to investigate properly.
However, we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
If you feel your complaint has not been settled as set out above, we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration.
We can propose an ADR Provider or will listen to your proposal. If you are in any way concerned, you should read the regulations at:http://ec.europa.eu/consumers/odr/