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 handled.
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:
Strachan Furniture Makers Ltd., 2 Dolphin Court, Stanningley Road, Bramley, Leeds, LS13 4UN
In writing:
Write to us at the address above – please address your letter to The Customer Services Manager.
By Telephone:
0113 239 6200 – we will direct your call to the appropriate Customer Services Manager.
By Email:
enquiries@strachan.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; 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 0113 239 6200 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you
If we can’t agree a solution with you within eight 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.
Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or eight weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
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.
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 letter.
Their address is: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Or you can telephone them on: 0800 023 4567
Or 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
Please note: Only complaints relating to the sale of financial services should be referred to FOS.