BEDS N FURNITURE
Customer Complaint Handling Procedure
1. Purpose
This procedure explains how Beds n Furniture handles customer complaints fairly, consistently and professionally, in accordance with our Terms and Conditions of Sale and applicable consumer legislation.
2. Contact Details
Email: info@bedsnfurnitureuk.co.uk
BNF Aldershot: 01252 449671
BNF Fleet: 01252 444518
Correspondence Address:
Beds n Furniture
17–21 Wellington Shopping Centre
Low Walk
Aldershot
Hampshire GU11 1DB
3. Receiving Complaints
Complaints may be received in store, by email, telephone, letter, through a finance provider, or via other written correspondence.
4. Complaint Acknowledgement
We aim to acknowledge complaints within 72 hours where reasonably possible.
5. Investigation Process
We may review sales documentation, signed order forms, finance documentation, supplier information, delivery records, photographs, emails and previous correspondence before reaching a decision.
6. Terms and Conditions
All complaints are assessed alongside our Terms and Conditions of Sale and any applicable statutory rights.
7. Cancellation Requests
Cancellation requests will be considered in accordance with the signed agreement, our Terms and Conditions and applicable consumer legislation.
8. After-Sales Service
Where a genuine fault, damage or workmanship issue is identified, an appropriate remedy will be offered where applicable.
9. Final Response
A written response will be provided outlining our findings, any action taken and the final position of the business.
10. Record Keeping
Complaint files and supporting documentation will be retained for business records.
Approved By: ___________________________
Date: ___________________________