Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens we want you to 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 without delay; and
- make sure you are satisfied with how your complaint was resolved
How & 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 – Llantrisant Business Park, Llantrisant, South Wales, CF72 8LF
- In writing – write to us at the address above and address your letter to The Customer Complaint Manager
- By telephone – call us on 01443 237732 during our office hours and ask for the Customer Services Department
- By email – firstname.lastname@example.org
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; and
- 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 01443 237732 and ask to speak to the person handling your complaint.
If we can’t agree a solution with you within eight weeks, we will:
Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
Issue our final decision letter which will explain our final position.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Please note: Only complaints relating to the sale of financial services should be referred to FOS.
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 letter.
The Financial Ombudsman Service
London, E14 9SR
Or you can telephone on: 0800 023 4567
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
*Terms and conditions apply. Sink & Tap and Refrigeration promotion can only be applied and used in conjunction with a Full Kitchen order. A full kitchen order consists of Kitchen Furniture, Worktops, Sink, Tap & Appliances. All offers are whilst stocks last. We reserve the right to remove Appliances, Sink & Tap promotions as stocks are exhausted. Discounts are set against specific products therefore not transferrable to alternative products. Ask in-store for more details.
Authorised and regulated by the Financial Conduct Authority
Credit is subject to status and affordability. Sigma 3 Kitchens Ltd, Llantrisant Business Park, Llantrisant, South Wales, CF72 8LF, FRN: 702623 is a credit broker and is authorised and regulated by the Financial Conduct Authority. Credit is provided by a panel of lenders with whom we have a commercial relationships (so we cannot provide independent advice).