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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.

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 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.

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 and without delay
  • Make sure you are satisfied with how your complaint was handled 

How and where to complain:

If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:

  • In writing: Spaceslide Support, Home Decor GB Ltd, Innovation Way, Woodhouse Mill, Sheffield, S13 9AD, please address your letter to The Complaints Manager
  • By Telephone: 0800 980 3499
  • By email: support@spaceslide.co.uk

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:

  • By Telephone: 0800 980 3499
  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

If a customer raises a complaint which we believe both our business and a 3rd party (such as a lender) are responsible for, we will:

  • Write to you within 5 days and explain which parts of the complaints our business is responsible for and which parts the 3rd party is responsible for.
  • Provide the name and contact details of the 3rd party business.
  • Refer the relevant parts of the complaint to the 3rd party within 5 days by getting in touch with them; and
  • Handle the parts of the complaint which we are responsible for as per our BAU process.
    If a customer raises a complaint which we believe is against a 3rd party (such as a lender) are responsible for, we will:
  • Write to you within 5 days and explain to why the complaints has been handed off to the 3rd party.
  • Provide the name and contact details of the 3rd party business.

Refer the relevant parts of the complaint to the 3rd party within 5 days by getting in touch with them.

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 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.

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 0234567

Email: complaint.info@financial-ombudsman.org.uk

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