What if something goes wrong?

Introduction

We always aim to do the best we can and provide a high standard of care to every customer. Somethings, though, things don’t go to plan, and we need to try and make things right.

We pride ourselves on being honest and straightforward with all our customers and if you’re not satisfied with any part of our service, we want to know about it.

This process is designed to make customers aware of our complaints policy and what to expect from us if things go wrong.

Before making a complaint

If something's not quite as you expected, normally the best way to deal with this is by speaking to the Store Manager where you placed your order.

Our store management teams are here to help, and they will do everything they can to find a solution to any problem you might have. If you bought your products online, our telesales team can help. Just get in touch by letter, phone or email.

If things aren’t sorted and you still want to make a complaint, the details of how you can do that are below.

Use our Store Locator to find details of the store where you placed your order.

How to make a complaint

There are lots of ways to make a complaint, but the first point of contact for all customers will be the store manager, who will do their best to resolve your complaint. If you still don’t feel things are right or aren’t happy with the resolution suggested by the store manager, you have the following options:

By phone

You can call us on:
0330 333 3444

Our website

You can fill in our complaint form online:

By email

You can email us at:
customer.services@carpetright.co.uk

By letter:

You can write to us at:

Carpetright Customer Service Department

Nestware House

Purfleet Bypass

Purfleet

Essex

RM19 1TT

So we know we’re speaking to the right person, we’ll need the following details so we can access your account: name on the order, order number and address.

Please note: if the details provided don’t match our records we will not be able to discuss the order with you.

How will the complaint be handled?

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 quickly as possible.

You’ll 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.

Finance Complaints

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 1239123

E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service

website: www.financial-ombudsman.org.uk

What happens if I am still not happy?

In the event that we are unable to successfully resolve your complaint, and you are still not satisfied following the conclusion of our Complaints Handling Procedure, you may refer your complaint to Consumer Arbitration.

Consumer Arbitration is an Alternative Dispute Resolution provider to which we subscribe and this is a free service for all Carpetright customers. Consumer Arbitration is approved by Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and undertake an independent review of your complaint, pursuant to the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Arbitration is a form of alternative dispute resolution carried out in line with the Arbitration Act 1996. It is a cost effective, speedier and a less formal alternative to resolving your dispute through the courts. It is conducted privately based upon written documentation and evidence. An Arbitrator will produce an Arbitral Award, which is the document with the decision that the Arbitrator produces once they have considered all the evidence. Both parties agree to be legally bound by the Arbitrator’s decision, which is enforceable in the courts if either party does not comply with it, subject to any provisions in the rules. Further information on Consumer Arbitration can be found via its website that is cited below.

Complaints can be raised to Consumer Arbitration in the following ways:

Online - via Consumer Arbitration’s online complaint form which can be accessed at cdrl.org.uk/consumer-arbitration/
In writing by post – in order to accept your complaint, Consumer Arbitration requires you to post it a completed paper complaint form to 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW. This form can be accessed and downloaded via cdrl.org.uk/consumer-arbitration/
If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, Consumer Arbitration is able to discuss your request for assistance via telephone at 0203 540 8063. Consumer Arbitration has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.

Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.

Once you have submitted your complaint form, Consumer Arbitration will complete an initial assessment of your complaint and refer it to us to request our response within 21 days.

Should you have any questions, Consumer Arbitration has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at www.support.cdrl.org.uk.