Complain Procedure

 

At Healsway, we value our customers' satisfaction and aim to provide exceptional service. We understand that sometimes issues may arise, and we are committed to addressing any concerns promptly and fairly. This complaints procedure outlines the steps you can take if you have a complaint about our luxury furniture products or services.

Contact Customer Support: In the event of a complaint, we encourage you to first contact our customer support team. You can reach out to us via [email/phone] and provide details of your complaint. Our dedicated support staff will listen to your concerns and work with you to find a satisfactory resolution.

Provide Necessary Information: To help us understand and address your complaint effectively, please provide us with the following information:

• Your full name and contact details Order number or relevant details about the product or service in question
• A clear and concise description of the complaint, including any supporting documentation or evidence you may have

Investigation and Resolution: Once we receive your complaint, we will conduct a thorough investigation into the matter. We may need to gather additional information or liaise with relevant departments to assess the situation accurately. We will keep you informed of the progress and provide updates on the steps being taken to resolve the issue.

Timely Response: We strive to address complaints in a timely manner. While the specific resolution timeframe may vary depending on the nature and complexity of the complaint, we will make reasonable efforts to provide a response or update within 7- 10 working days from the date of receipt of the complaint.

Financial Ombudsman Service (FOS): If you are dissatisfied with our response or if the complaint remains unresolved after we have provided our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) for further review. The FOS is an independent body established to settle disputes between UK-based financial companies and consumers. You are able to refer your complaint to the FOS on any of the below contact details:

Telephone: 0300 123 9 123

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

Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR

Complain Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.
You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk/.

 

Alternative Dispute Resolution: In addition to the Financial Ombudsman Service, you may also explore alternative dispute resolution methods, such as mediation or arbitration, as permitted by applicable laws and regulations.

Keeping Records: We will keep a record of your complaint, including all relevant details, correspondence, and actions taken to resolve the issue. This information will be handled in accordance with our Privacy Policy.

Continuous Improvement: We value customer feedback and see complaints as an opportunity to improve our products and services. Your feedback will be reviewed and analyzed as part of our ongoing efforts to enhance customer satisfaction.