Custom World Complaints Procedure

As members of The Furniture Ombudsman, Custom World Bedrooms hope that we have met your expectations when fitting your furniture and the service you’ve received from us, however, if there’s something you are not happy with we would like you to tell us about it as soon as possible so that we can try to put matters right. Below you will find the Custom World Complaints Procedure to help you raise your concerns.

If you do have a problem or complaint then please follow the steps outlined below:

Step 1

Please call the showroom on 01202 896816 and ask to speak to the Customer Service Manager. This is an opportunity for you to tell us about the issue(s) you have and to look at discussing a way forward to resolve the matter.

A solution may not be agreeable on the phone, but your complaint will be documented and a summary will be sent to you in writing via email or post, as per your wishes so that we ensure the details have been captured accurately.

Step 2

Following the above call, please allow us 5 working days to propose a solution in writing (email or post, method agreed by you).

From here we hope that we can find an amicable resolution.

Step 3

If at this point you feel the solution is still unsatisfactory we encourage you to get in touch with The Furniture Ombudsman who provide a free of charge Alternative Dispute Resolution. They are able to give you independent and impartial advice by working with you and us with the aim of finding an agreeable outcome.

Please note until the complaint is resolved and drawn to a conclusion then it is likely that your final balance payment will remain overdue. Bearing this in mind, action should be taken within reasonable timescales.

On a final note, we would like to thank you for identifying any issue(s) and bringing it to our attention, this allows us to continuously improve our business.