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FAQs
CONTACT US
MY ACCOUNT

How can we help you? Please select from the choice below

There is a problem with one of my items

If you think an item has a fault, or you have received a damaged item, we will need to see pictures of the problem in order to give the best solution.

Please log into your account and choose 'View your orders', where you will be able to select your order and report the problem. Alternatively, please complete the contact form below.

We will contact you within 72 hours of receiving your request, excluding Sundays.
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OR

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There has been an error finding your order, please fill in and submit the form again.

By clicking ‘submit’ you acknowledge our Privacy Policy located here.

Loading Ordered Products

If you have received your delivery, and there is something missing from your order, please call our Customer Services Team on 0800 440 2254 option 2, followed by option 2 again, 9am-6pm Monday to Friday.

As your delivery is due to take place within the next 48 hours (72 hours in Northern Ireland), please call us on 0800 440 2254 to make sure we can help you before your items arrive. Please note, it is not always possible to make changes to deliveries within 48 hours (72 hours in Northern Ireland) and fees may be applicable.
There has been an error finding your order, please fill in and submit the form again.

Please fill out the below form and one of our team will get back to you as soon as possible. Please be advised that due to the challenges driven by COVID-19, it may take up to 14 days to contact you, but please be assured that we will get in touch. If it is urgent, please call us on 0800 440 2254 Mon-Sat 9am -6pm

*mandatory

If you would like to make changes to your order, or you have any queries about your order pre-delivery, please call our Customer Services Team on 0800 440 2254 option 2, then option 3, 9am-6pm Monday to Friday.

If you would like to make changes to your order, or you have any queries about your order pre-delivery, please call our Customer Services Team on 0800 440 2254 option 2, then option 3, 9am-6pm Monday to Friday.

If you have any questions when placing an order online, please call us on 0800 440 2254 option 1, 9am-6pm 7 days a week, where a member of our Sales Team will be able to help you.

Finance Complaints

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.

Complaints handled by our Customer Finance team are usually resolved within three business days from receipt. If our Customer Finance team cannot resolve your complaint it will be passed on to our Customer Finance Manager who will acknowledge your complaint within five business days.

We’ll keep you informed at each stage and aim to issue our final response within eight weeks of receipt of your complaint.

When writing to us, please include full details of your complaint as well as your customer order number and delivery address.

Please get in touch with our Customer Finance team by:

Customer Finance Team
Oak Furnitureland,
Unit DC2,
Viscount Way,
South Marston Ind Estate,
Swindon,
Wiltshire
SN3 4TN

@
customerfinance@ofl.co.uk
0800 440 2279
Open 9am-6pm
Monday - Friday

Financial Ombudsman Service

If we are unable to resolve your complaint within eight weeks, we will explain why and tell you when we expect to be able to resolve it. If we have provided our response to your complaint or have been unable to resolve it within 8 weeks to your satisfaction and you wish to take your complaint further, you may refer your complaint to the Financial Ombudsman Service (FOS). We will confirm this information in our final response.

The Financial Ombudsman Service (FOS) is a free, independent service for resolving disputes and may only consider your complaint if you have given us the opportunity to resolve it first.

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, you must do so within 6 months of the date of our Final Response Letter.

If you do not refer your complaint within that time, the FOS will not have our permission to consider your complaint and will only do so in very limited and exceptional circumstances:

Contact details for the FOS are set out below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
www.financial-ombudsman.org.uk

Following these procedures will not affect your right to take legal action.


Finance Complaint Form
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By clicking ‘submit’ you acknowledge our Privacy Policy located here.

If you have any queries about your order after delivery, please call our Customer Services Team on 0800 440 2254 option 2, followed by option 2 again, 9am-6pm Monday to Friday.

Make a general complaint

We hope that you're delighted with any purchase you've made and the service you've received from Oak Furnitureland. In the unlikely event that there is something that you're not happy with, our Customer Service team is on hand to help.

  • If you have experienced an issue with one of our products, or a delivery, please go to the relevant “item query” section above. Please note that you may be asked for images if you have received items that have not met your expectations for any reason.
  • If you need to change something on your order before it’s been delivered, please go to “My items haven't been delivered yet” and select the relevant option.
  • If you are having issues with our website, please go to “I haven’t made a purchase yet” and select the relevant option.

If you have a general complaint the quickest way to help you is to contact us by phone:

0800 440 2254
Select option two for Customer Services
Open 9am-6pm
Monday - Friday

You can also contact us by post, or use our online form below:

Customer Service Team
Oak Furnitureland
Unit DC2, Viscount Way,
South Marston Ind Estate,
Swindon,
Wiltshire
SN3 4TN

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

If you wish for your complaint to receive further review once you have spoken to our Customer Service team, you can raise this with the person handling your complaint, who will escalate it to a team manager, or our Customer Relations team as appropriate.

General Complaints Form
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By clicking ‘submit’ you acknowledge our Privacy Policy located here.

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