Complaints Policy
Complaints Policy – Urban Kandi ta The Designer Rooms
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:
In writing:
Customer Services
Urban Kandi Ltd t/a The Designer Rooms
First Floor Marathon House
Drybridge Road
Dundonald
KA2 9AE
By phone:
01292 290303
By email:
customerservices@thedesignerrooms.com
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:
Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone:
0800 023 4567 (free for most landlines)
0300 123 9123 (mobile friendly)
Email:
complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk
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.