Complaints

All written complaints will be taken seriously and dealt with promptly

We are committed to providing a high-quality service to all our customers, but if something does go wrong here is our complaints procedure so you know what to expect.

When a complaint is received in writing it will be passed on to a Director or Directors deputy who will record it in the complaints log. An acknowledgment letter will be sent within five working days. The Director or deputy will then assign this complaint to a named person who will deal with the complaint throughout the process. Written complaints can either be directed via letter to our head office address at:

Unit 1,

Lawrence Way Ind Estate,

Brewers Hill Road,

Dunstable, Beds

LU6 1BD.

or via email to: info@tidybedrooms.co.uk

 

If necessary, further details should be obtained from the complainant. If the complaint is not made by the customer but on the customer’s behalf, then consent of the customer, preferably in writing, must be obtained from the complainant.

If the complaint raises potentially serious matters, advice will be sought from Tidy Bedroom’s advisor.

Following receipt of the complaint Tidy Bedrooms will launch an investigation and within 28 days should be in a position to provide a full explanation to the complainant. This will be provided either in writing or by arranging a meeting with the individuals concerned (if appropriate).

If the issues are too complex to complete the investigation within 28 days, the complainant should be informed of any delays.

At the meeting a detailed explanation of the results of the investigation will be given and also an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability).

Such a meeting gives Tidy Bedrooms the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated.

After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be sent to the complainant.

© 2016 Tidy Bedrooms


Tidy Bedrooms is a trading name of Tidy Bedrooms Limited. Registered office 107 Hindes Road, Harrow, Middlesex, HA1 1RU. Registered in England 08961584 and authorised and regulated by the Financial Conduct Authority. We are a credit broker and not a lender. We offer credit facilities from one lender.