Complaints Process

We hope that you're delighted with any purchase you've made or service you've received from Oak Furnitureland and that you'll never have reason to complain. If there's something you're not happy with, we'd like you to tell the right people about it so that we can put matters right.

Complaint handling and dispute resolution process

Contact us straight away

In the first instance, our Customer Service Team is here to help and their aim is to provide the quickest possible solution for you.

Once we receive your complaint, you will be contacted within 2 working days to discuss the best way forward.

If you are making us aware of a product-related issue after it has arrived in your home, our online portal is the quickest route to getting it put right. Here, we will help you to capture essential information and photographs to show us what needs to be done.

Online - oakfurnitureland.co.uk/contact

Telephone - 0800 440 2254 select option 2 and then option 2 again, Mon-Sat (9am to 6pm).

Post - Customer Services, Oak Furnitureland Head Office, Unit 10d, Viscount Way, Swindon, Wiltshire SN3 4TN.

Escalating the complaint

If you're still not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response that they have made.

If you wish for your complaint to receive further review, their line manager or our Customer Relations Manager can be contacted by email at customerrelations@oakfurnitureland.co.uk or in writing at the address above.

If you're unhappy with our decision, and wish to take your complaint further, you can contact the Financial Ombudsman Service (FOS). This is a free, independent service for resolving disputes.
You can refer your complaint to the FOS at any time, but they'll need our consent to investigate complaints where:

• we haven't had the chance to put things right
• we haven't exceeded the relevant timescale
• we haven't yet issued our Final Response letter

If you decide to refer your complaint to the FOS after we've issued our Final Response letter, you should do so within 6 months of the date on it. If you do not refer your complaint within that time, the FOS will not have our permission to consider your complaint. They will only be able to do so in very limited circumstances, eg, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Online:
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Call:
0300 123 91 23 (UK)
+442079641000 (Abroad)
Monday to Friday: 8am - 8pm
Write to:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR