Complaints Procedures, Guidance & Policies

At Heritage Home UK, a trading style of Heritage Home Furniture Group LTD, we are committed to providing excellent customer service and treating every customer fairly, professionally and with respect. Whilst we strive to ensure every customer has a positive experience, we understand that occasionally concerns may arise.

Our formal complaints procedure has been designed to ensure that every complaint is reviewed thoroughly, consistently and fairly by senior members of our management team.

How to Submit a Complaint

All complaints must be submitted using our Official Complaints Form, which is available through our website.

To begin the complaints process, please follow the link located at the bottom of this page and complete the complaints form in full.

We are unable to accept formal complaints by telephone, social media, live chat or any other communication method.

Providing complete and accurate information within your complaint will assist us in investigating your concerns as efficiently as possible.

Who Can Submit a Complaint?

To protect customer information and comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, complaints relating to an order may only be submitted by the individual who originally placed the order.

We cannot discuss, investigate or disclose information relating to an order with third parties unless we are legally authorised to do so.

This policy exists to safeguard our customers' personal information and ensure compliance with UK data protection legislation.

Stage One – Initial Review

Once your completed complaints form has been submitted, it will be acknowledged and allocated to a member of our senior management team.

A senior manager will review your complaint within 10 working days of receiving your completed complaint form.

During this initial review, the senior manager will assess the following:

• The nature of your complaint.

• Any supporting evidence provided.

• Previous communications relating to the order.

• Any internal records relevant to your concerns.

• Whether the matter can be resolved immediately or requires further investigation.

Where appropriate, the senior manager may contact you to request additional information or clarification.

If the complaint can be resolved during this stage, the senior manager will contact you directly with the outcome and any proposed resolution.

Stage Two – Board of Directors Investigation

If, following the initial review, the senior manager determines that the complaint is of sufficient complexity or severity to require further investigation, the complaint will be referred to the Board of Directors for formal consideration.

If your complaint progresses to this stage, you will be notified accordingly.

The Board of Directors will conduct a further review of all available evidence and documentation and aim to complete their investigation within 10 working days from the date you are notified that your complaint has been escalated.

The decision reached by the Board of Directors will normally represent Heritage Home UK's final internal decision regarding the complaint.

Complaint Resolution Times

Our aim is to resolve all complaints as quickly as possible.

Our target timescales are:

• Initial senior management review – within 10 working days.

• Board of Directors review (where applicable) – within 10 working days of escalation.

• Overall complaint resolution – within 30 working days of receiving your completed complaint form.

Whilst we always endeavour to meet these timescales, there may occasionally be circumstances where additional time is required due to the complexity of the investigation. If this occurs, we will keep you informed of progress wherever reasonably possible.

Refunds, Cancelled Orders and Compensation

Where an order has already been cancelled and a full refund has been issued, Heritage Home UK considers the contractual transaction to have concluded.

Accordingly:

• Complaints relating solely to orders that have already been cancelled and fully refunded will not be investigated under this complaints procedure.

• Heritage Home UK will not offer additional compensation for any order that has already been cancelled and refunded.

• Where a full refund has been provided, no further financial compensation will be payable in relation to that order.

PayPal and Finance Orders

Heritage Home UK does not investigate complaints relating to payment disputes for orders that were placed and paid for using PayPal or Pay It Monthly Ltd.

Where appropriate, customers should follow the relevant dispute or complaints procedure provided by their payment provider.

Our Commitment

Every complaint submitted through our formal complaints procedure will be treated seriously and reviewed objectively.

Our investigation process is designed to:

• Treat every customer fairly.

• Review all available evidence.

• Ensure consistency across all complaints.

• Resolve concerns wherever reasonably possible.

• Continually improve our products and customer service.

Disability Assistance

If you require assistance completing our complaints form due to a disability, accessibility requirement or additional support need, please contact our Customer Services team.

We will make reasonable adjustments wherever possible to assist you in submitting your complaint.

Contact Us

If you require further information about our complaints procedure, need assistance before submitting a complaint, or wish to request disability assistance, please contact our Customer Services team by telephone or email.

Our team will be pleased to assist you.

Submit a Complaint

To begin the complaints process, please use our Official Complaints Form by following the link provided below.

Only complaints submitted through the official online complaints form will enter Heritage Home UK's formal complaints procedure.

CLICK HERE TO SUBMIT A COMPLAINT