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.
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 Decor GB Ltd, Innovation Way, Woodhouse Mill, Sheffield, S13 9AD
The Customer Support team is available from 8.30am to 5.00pm Monday to Thursday. 8.30am to 2.30pm Friday.
• 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
• 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.
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.
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.