Complaints Procedure
Our Complaint Procedure
If you’re not completely happy with our product or service please let us know by contacting us using the following methods;
By telephone – Call us on 0330 808 4447 during openings hours which can be found here. You can leave us a voicemail if we are closed and we will return your call on the next working day
By email – using the email address ‘sales at trade furniture.co.uk’
By live chat – Use our live chat function available on the website during opening hours. You can also leave us a chat message if we are closed and we will reply on the next working day
By contact form – Use the contact form here on our website to send us a message. We will respond the same or no later than the next working day
We will:
- Acknowledge your complaint and escalate internally where required
- Advise how we are able to resolve your complaint
- Provide you with an outcome to your complaint
How long will it take?
We always aim to resolve complaints quickly and to the satisfaction of all concerned. We endeavour to resolve complaints through thorough investigation and in most instances can provide a resolution the same day though customers will need to wait for delivery if the resolution involves a replacement item. For complaints that involve a third party like our finance partner ‘Duologi’ please see the information below;
- If a 3rd party is solely responsible for the complaint (the only 3rd parties applicable are Duologi), we will refer the complaint to them within 2 business days.
The Financial Ombudsman Service – (in relation to 3rd party finance services only)
Our aim is to resolve all complaints internally. However, if after receiving our final response e-mail, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown overleaf.
Financial Ombudsman Service
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response e-mail.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk