We do everything we can to ensure our customers get the best products and services possible. However, sometimes we may not get things right the first time.
When that happens, please tell us what went wrong so we can put matters right.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are satisfied with how your complaint was resolved.
How and Where to Complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In-person: Call at your local showroom. We are open Monday to Saturday from 10.00 am – 5.30 pm and from 12.00 noon – 5.00 pm on Sundays.
In writing: Write to us and address your letter to the Customer Complaint Manager.
By telephone: Call your local showroom and they will deal with your enquiry via phone.
By email: Email your local showroom. If you fail to get a response, email us at info@thekitchendepot.co.uk
How Long Will It Take?
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again.
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update please call us on 0141 891 4884 and ask to speak to the person handling your complaint.
If we cannot reach an agreement with you
If we can’t agree on a solution within 8 weeks and your complaint relates to our credit brokerage service we will:
– Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
OR
– Issue our final decision letter which will explain our final position.
We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.
Our aim is to resolve all credit brokerage-related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk
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. They 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 their 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 their final response letter to you.