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Complaints Policy

 
 

Introduction

A complaint is perceived as an expression of dissatisfaction made either verbally or in writing, about a product, standard of service or lack of action by the company or its staff, affecting a customer. We welcome all complaints as valid feedback from valued customers that help us to continuously improve our service, products and procedures.

 
 

Procedure

Complaints should be made in the first instance to the Customer Care team, either by calling 01733 336222, by email to customercareteam@ahf.co.uk or by post to

AHF Ltd, Burch House, Saville Road, Westwood, Peterborough, PE3 7PR.

Please include your Sales Order number where applicable, plus the name, address and postcode of the original billing addressee.

Complaints about our service or lack of action by the company or its staff will be referred to the Customer Service Manager. If the complaint is related to a member of staff at one of our stores, the complaint may be passed on to the National Sales Manager.

 
 

Resolution

All complaints received by email or mail will be acknowledged within 7 days of receipt. Phone complaints can be made between the hours of 9am – 5pm Monday to Friday directly with our Customer Care team. For product issues we will assign you a case handler who will work with you to resolve the product issue successfully and in accordance with Consumer Law. We will make every effort to resolve this for you within 30 days, however as some of our products are shipped from overseas, this may not always be possible. We will, however, keep you updated on progress and resolve as soon as possible.

If you are unhappy with the resolution of your complaint, you can request an escalation, which will then be referred to management for review. You will receive a response to that review within 2 working days.

 
 

Alternative Dispute Resolution

We are full members of The Furniture Ombudsman service. Members of our team are trained by TFO on the principles of Consumer Law and make our decisions in accordance with their recommendations, so you can be confident that we are offering a fair and reasonable resolution. However, in the unlikely event that we are unable to offer a solution that you find acceptable, we will send you a deadlock letter after which you may decide to seek further advice. The Furniture Ombudsman offer a fair and unbiased Alternative Dispute Resolution Service which is free for you to use. To contact the Furniture Ombudsman call on 0333 241 3209 or visit their website at https://www.thefurnitureombudsman.org.

Please note that under General Data Protection Regulations, we are not able to enter into correspondence or discussion with anyone other than the purchaser without their express permission.