Complaints should be made in the first instance by email to email@example.com or by post to Sofa Club, Centrus, Mead Lane, Hertford, SG13 7GX. Please include your Sales Order number where applicable, plus the name, address and postcode of the original billing addressee. Complaints about our service or lack of action by the company or its staff will be referred to the Customer Service Manager.
All complaints received by email or mail will be acknowledged within 7 days of receipt. For product issues we will assign you a case handler who will work with you to resolve the product issue successfully and in accordance with Consumer Law. We will make every effort to resolve this for you within 30 days, however as some of our products are shipped from overseas, this may not always be possible. We will, however, keep you updated on progress and resolve as soon as possible. If you are unhappy with the resolution of your complaint, you can request an escalation, which will then be referred to management for review. You will receive a response to that review within 2 working days.
We are full members of The Furniture Ombudsman service. Members of our team are trained by TFO on the principles of Consumer Law and make our decisions in accordance with their recommendations, so you can be confident that we are offering a fair and reasonable resolution. However, in the unlikely event that we are unable to offer a solution that you find acceptable, we will send you a deadlock letter after which you may decide to seek further advice. The Furniture Ombudsman offer a fair and unbiased Alternative Dispute Resolution Service which is free for you to use. To contact the Furniture Ombudsman call on 0333 241 3209 or visit their website at www.fhio.org. Please note that under General Data Protection Regulations, we are not able to enter into correspondence or discussion with anyone other than the purchaser without their express permission.
We are authorised by the Financial Conduct Authority. The Financial Ombudsman Service helps settle disputes between consumers and UK-based businesses. Visit their website at www.financial-ombudsman.org.uk.