Complaints Handling Procedure
At JB Furniture we pride ourselves on our service and products. Therefore we take complaints seriously. We are committed to effectively resolving complaints as soon as possible.
This policy will explain how to submit a complaint and the steps we take to resolve this. We view complaints as a way for us to improve our services and as such we will continue to listen to all of our customers.
To register a complaint please email us at [email protected] we will need the following information:
- • Order number of full name the order was placed in
- • The reason for your complaint
- • Images where relevant
Any complaint will be passed to our customer service department as soon as possible. We will also:
- • Respond to your email to let you know we have received the complaint
- • We may contact you for clarification
- • Fully investigate the complaint
- • Keep you up to date (e.g. with responses from our supplier)
- • Discuss the proposed resolution via email or phone
If we can not resolve your complaint immediately we will keep you informed of any progress. We always aim to resolve complaints as soon as possible.
Complaints Regarding Finance Options
If you have a complaint with any finance you have taken out such as an issue with monthly repayments or chargers you will need to contact the finance provider directly.
If your complaint is about how you were introduced to finance we will work with the finance provider to respond to your complaint.
Solving the Complaint
Once we have investigated the complaint we will let you know what we have found. From there, we will inform you of our response to your complaint and clearly state our decision, proposed action and reason for it.
We will consider your complaint closed once we have informed you of our decision and proposed action.