Step-by-step complaints procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put things right.

We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right.

When this happens, we want you to tell us what went wrong so we can put things right.

  • We want to:
  • make it easy for you to tell us what went wrong;
  • give your complaint the attention it deserves;
  • resolve your complaint without delay; and
  • Provide you with the right outcome to your complaint

How & where to complain

If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

  • In person – call into one of our showrooms. We are open Monday to Friday from 10.00am – 5.00pm and from 10.00am – 4.00pm on Saturdays.
    In writing – write to us at the address overleaf and address your letter to The Customer Complaint Department.
  • By telephone – call us on 0191 2123456 during our office hours 9-5pm Monday – Friday and ask for the Complaints Department.
  • By email – using the email address shown overleaf.

How long will it take?

We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:

  • who is dealing with your complaint;
  • What we understand to be the reason for your complaint
  • when we will contact you again.


We aim to resolve all complaints as quickly as possible but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update, please call us on 0191 2123456 and ask to speak to the person handling your complaint or our complaints manager Lyn Herkes who will be happy to provide an update.

If we cannot resolve your complaint

If we can’t resolve your complaint within eight weeks, we will:

Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response


If you are not satisfied with any aspect of our service, products or relating to your
finance agreement, please tell us about your complaint.

Telephone – 0191 2123456

Email: [email protected]

Address: Diamond House, Kingsway North, Team Valley, NE11 0JH