Complaints Policy

1. Introduction

At Urban Kandi Ltd trading as The Designer Rooms, we are committed to providing high-quality furniture and outstanding customer service. However, we understand that there may be occasions when you are not satisfied with our service or a product. We value your feedback and take complaints seriously, especially where it relates to our financial promotions or credit arrangements.

This policy outlines how we manage complaints in line with the Financial Conduct Authority (FCA) DISP rules, ensuring transparency, fairness, and timely resolution.

2. Our Commitment to You

We aim to:

• Treat your complaint fairly and with respect.
• Acknowledge your complaint within 5 working days.
• Investigate and resolve your complaint promptly — ideally within 14 days, and no later than 8 weeks.
• Keep you informed of progress throughout the process.

3. How to Make a Complaint

You can contact us using any of the following methods:

Please include the following information where possible:

• Your full name and contact details
• Order or account number
• Details of the complaint
• What resolution you are seeking

4. Complaints Relating to Finance or Credit

If your complaint concerns a credit agreement or financial service (e.g. interest-free credit or hire purchase arranged through us), we are obliged to handle it in line with FCA requirements.

If we are unable to resolve the matter within 8 weeks or you are dissatisfied with our response, you may escalate the complaint to the Financial Ombudsman Service (FOS) free of charge.

5. What Happens Next

• Upon receiving your complaint, we will log and acknowledge it within 5 working days.
• A designated team member will investigate your case.
• You will receive updates throughout, and we will aim to resolve the issue as soon as possible.
• If your complaint is upheld, we will offer an appropriate remedy (e.g. replacement, refund, apology, or goodwill gesture).

6. Final Response

We will issue a Final Response Letter once our investigation is complete. This letter will:

• Summarise the complaint and our findings
• State our decision and any resolution offered
• Provide information about your right to refer the matter to the Financial Ombudsman Service

7. Financial Ombudsman Service

If you remain dissatisfied or we do not respond within 8 weeks, you can contact the FOS using the details below:

You must contact them within six months of receiving our final response.

8. Record Keeping

Urban Kandi Ltd t/a The Designer Rooms maintains a comprehensive record of all complaints, in line with FCA regulatory requirements. These records help us to identify root causes, improve service standards, and demonstrate compliance.