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Complaints Policy

If there's something you're not happy with, we'd like you to tell the right people about it so that we can put matters right.
 

Complaint handling and dispute resolution process
Please contact us straight away.

In the first instance, our Customer Service Team is here to help and their aim is to provide the faster solution for you.

Once we receive your complaint, you will be contacted within 5 working days to discuss further.

If you are making us aware of a product-related issue after it has arrived in your home, our Customer Service team are the best team to contact. We will ask you to provide essential information and photographs to show us what the issues are.

Email: [email protected]
Post: Customer Service Team, Chillblast, Inmoor Road, Birkenshaw, Bradford, BD11 2PS


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 (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

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:


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


Escalating the complaint
If you're not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response given.

If you wish for your complaint to receive further review, please email [email protected] or in writing at the address above.

If you're unhappy with our decision, and wish to take your complaint further, you can contact Consumer Dispute Resolution Limited (CDRL). This is a free, independent service for resolving disputes.

You can refer your complaint to CDRL at any time, but they'll need our consent to investigate complaints where:

  • we haven't had the chance to put things right
  • we haven't exceeded the relevant timescale


Online: www.cdrl.org.uk
Office Hours: Monday to Friday: 9am – 5.30pm

Write to:
CDRL
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW

If there's something you're not happy with, we'd like you to tell the right people about it so that we can put matters right.
 

Complaint handling and dispute resolution process
Please contact us straight away.

In the first instance, our Customer Service Team is here to help and their aim is to provide the faster solution for you.

Once we receive your complaint, you will be contacted within 5 working days to discuss further.

If you are making us aware of a product-related issue after it has arrived in your home, our Customer Service team are the best team to contact. We will ask you to provide essential information and photographs to show us what the issues are.

Email: [email protected]
Post: Customer Service Team, Chillblast, Inmoor Road, Birkenshaw, Bradford, BD11 2PS


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 (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

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:


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


Escalating the complaint
If you're not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response given.

If you wish for your complaint to receive further review, please email [email protected] or in writing at the address above.

If you're unhappy with our decision, and wish to take your complaint further, you can contact Consumer Dispute Resolution Limited (CDRL). This is a free, independent service for resolving disputes.

You can refer your complaint to CDRL at any time, but they'll need our consent to investigate complaints where:

  • we haven't had the chance to put things right
  • we haven't exceeded the relevant timescale


Online: www.cdrl.org.uk
Office Hours: Monday to Friday: 9am – 5.30pm

Write to:
CDRL
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW