Spaceslide Complaints Policy

At Spaceslide we are committed to providing products and services of the highest standard. Manufacturing, supplying and installing new, bespoke furniture can be challenging at times and despite our best efforts sometimes things can go wrong. If you have a concern or are dissatisfied in any way, then we will do our best to help resolve the situation in a fair and transparent way. Spaceslide will investigate all complaints competently, diligently and impartially, obtaining additional information when necessary. Your complaint will be assessed fairly, considering all relevant factors and in accordance with guidance issued by the government approved organisation, The Furniture Ombudsman.

In the first instance please contact our Customer Support team by your preferred method from the list below:

By email: support@spaceslide.co.uk

By telephone: 0800 980 3499

By post: Spaceslide Support, Home Décor GB Ltd, Innovation Way, Woodhouse Mill, Sheffield, S13 9AD

The Customer Support team is available from 8.30am to 5.00pm Monday to Thursday. 8.20am to 2.30m Friday.

To help us investigate your complaint we will need the following information:

 Your name, address and order number

 Details of how we should contact you and anyone else who can speak on your behalf

 A clear description of your complaint

 Details of what you would like us to do to resolve your complaint

 Copies of relevant supporting information and photographs where possible

When your Spaceslide items have been purchased on a supply only basis, please ensure you have inspected the products within 72 hours of delivery and that we are notified of any damage immediately, ensuring details of damage are clearly identified and where possible supported with photographic evidence.

Our commitment to you:

  We'll thoroughly investigate your complaint and offer a fair response that will consider all the information available to us.

  We may not always provide the answer you are looking for, but we'll make sure we offer a clear explanation for our decision.

If you remain dissatisfied with the outcome of the review then you can refer the decision to the government approved organisation, The Furniture & Home Improvement Ombudsman. The Furniture & Home Improvement Ombudsman will review your case and may request further information from you or from us. Any decision they make will be binding upon us.

Details for The Furniture & Home Improvement Ombudsman are below:

Web:     www.fhio.org

Email:    info@fhio.org

Tel:         0333 241 3209

By post: The Furniture & Home Improvement Ombudsman, 2nd Floor, 3-4 Viewpoint Office Village, Babbage Road, Stevenage, SG1 2EQ.

Spaceslide Financial Conduct Authority Complaints Policy

If you’re not completely happy with our service we’d like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

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.

• Make sure you are satisfied with how your complaint was handled.

How and where to complain:

In the first instance please contact our Customer Support team by your preferred method from the list below:

By email: support@spaceslide.co.uk

By telephone: 0800 9803499

By post: Spaceslide Support, Home Décor GB Ltd, Innovation Way, Woodhouse Mill, Sheffield, S13 9AD

The Customer Support team is available from 8.30am to 5.00pm Monday to Thursday. 8.20am to 2.30m Friday.

How long will it take?

We will aim to resolve your complaint straight away but if we can’t we will write to you within 5 business days to tell you:

•  Why we have not resolved your complaint.

•  Who is dealing with your complaint.

•  When we will contact you again.

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

If we cannot reach agreement with you:

If we can’t agree a solution within 8 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 after 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

FINANCIAL OMBUDSMAN SERVICE

If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter. You can ONLY contact the FOS to register a complaint if you completed your purchase using finance.

• Financial Ombudsman Service, Exchange Tower, London, E14 9SR

• 0800 0234567

complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk

IMPORTANT: All prices, interest rates and finance figures quoted are correct at the time of presentation but may be subject to change. Please contact your sales representative for the most up to date figures, and to ensure all elements of your quotation remains valid.