Carpetright will always aim to provide a high standard of care to all our customers. Nevertheless, we recognise that sometimes, things don’t always go to plan.
We pride ourselves on being honest and straightforward with all our customers and if our customers are not satisfied with the services we have provided to them, we want to know about it.
The following process is designed to make customers aware of our complaints policy and what to expect from us if things go wrong.
A complaint can be made via numerous channels, however the first point of contact for all customers will be the store manager, who will resolve the customer’s complaint. If the customer feels they are still not happy with the resolution suggested by the store manager the following options are available:
All complaints are investigated by our experts in the Customer Service Team. They will acknowledge your complaint within 3 working days of receiving it and aim to resolve complaints as promptly as possible.
You will also be kept updated during the investigation of your complaint, our experts may need to liaise with you or other departments to provide you with a fair and suitable resolution.
Please note: our calls will appear as a ‘0330’ number. If you have provided us with an email address please check your junk mail as some emails may appear in here instead of your inbox.
Your resolution will be communicated to you in your preferred contact method and may also be followed up in writing.
In the unlikely event we are unable to resolve your complaint within 8 weeks of receiving it, we will write to you and let you know what the next steps are.
If you are not satisfied with the resolution we have offered, you will be able to refer your complaint to the Alternative Dispute Resolution scheme as follows:
Pro Mediate UK Limited
If your complaint is regarding the selling of interest free credit for your purchase, and you are not satisfied with the resolution of your complaint, within 6 months of the date of our letter you can refer to the Financial Ombudsman Service (FOS) at the following address:
Financial Ombudsman Service
Please note the FOS will only be able to consider complaints about financial services such as the sale of the finance.