what if something goes wrong?
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.
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 concerns you may have. If you purchased from us online then please contact our telesales team by letter, phone or email. If you wish to make a complaint please find details of how you can do this below.
Use our Store Locator to find details of the store where you placed your order.
how to make a complaint
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:
You can call us on:
0330 333 3444
You can email us at:
You can write to us at:
Customer Service Department
Purfleet Bypass, Purfleet, Essex, RM19 1TT
To ensure we are speaking to the correct person we will require all customers to provide the following details to access their account: name on the order, order number and address.
Please note: if the details provided do not 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 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.
what happens if I am still not happy?
If, after we have provided a final response to your claim, you are unhappy with the outcome, you can refer your complaint to Consumer Arbitration. Consumer Arbitration is approved by the CTSI to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of receiving this correspondence.
For further information or to submit your complaint to Consumer Arbitration please visit www.consumerarbitration.co.uk. Alternatively, your complaint can be addressed to:
12 – 14 Walker Avenue
Stratford Office Village
Carpetright is a subscriber to the services of Consumer Arbitration and is therefore willing to submit itself to its ADR procedure.
The cost of arbitration depends on the value of your claim. Please see below.
The fees from June 2018:
£1.00 – £750 = £10.00
£751 - £25,000.00 = £25.00
To proceed with arbitration
To ensure that arbitration is truly impartial of Carpetright you will need to complete an online application and upload the evidence you wish the arbitrator to review.
Completing and submitting the form
Please be aware that applying online will be your final opportunity to add any evidence to your case if you feel the information should be included as part of your claim.
What happens next?
Once submitted, Consumer Arbitration will acknowledge your application form and request our defence. We will have 21 days to provide it. Please note that the arbitration fee is payable at the time of application and is non-refundable should you reach agreement prior to an award being issued.
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.