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Complaints Policy

Monty Trading t/a Furniturebox UK is registered in England & Wales with company number 09662682. Our registered office is at Unit 6, Indurent Park Chippenham, Clanville Way, Chippenham, SN15 5BD, UK ("Furniturebox", "we", "us" or "our").

Furniturebox cares passionately about customer experience and service quality. However, we acknowledge that there may be instances where you need to let us know if we have not met your expectations.

This Complaints Code of Practice explains how to make a complaint and how to escalate it if required. We are always ready to listen and are committed to resolving issues as quickly as possible.

1. About Our Complaints Code

  • The purpose of this policy is to provide a clear statement of intent regarding the assessment, handling, and investigation of customer complaints.
  • This policy has been created to meet the standards and requirements of both the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
  • It ensures that all complaints, whether written or verbal, are handled consistently and fairly, and that future issues are mitigated where possible.

2. Making a Complaint

  • We aim to resolve any queries and/or complaints as quickly and easily as possible. All staff are trained to follow this Complaints Code.
  • You can raise a complaint by email, post, phone, or via our website.
  • Complaints should preferably be made in writing; however, verbal complaints will also be accepted and handled in the same way.
  • You may nominate someone else to make a complaint on your behalf, with your consent.
  • If you call us, you will be transferred to a trained team member or the Customer Success Manager, who will aim to resolve the issue immediately.

Contact options:

3. Responding to Your Complaint

  • Many issues can be resolved on first contact via email or phone.
  • If not, we will investigate your complaint and aim to resolve it within 48 hours where possible.
  • If you are not satisfied, you may request escalation to our management team.
  • We will provide clear timelines and keep you informed throughout the process.
  • Our management team will respond within 3 working days and aim to resolve the complaint promptly.
  • If your complaint remains unresolved after 8 weeks, you may refer it to the Financial Ombudsman Service.

4. Investigating Your Complaint

  • Your complaint will be handled by a trained team member or the Customer Success Manager.
  • We will gather all relevant information to carry out a fair and independent investigation.
  • All investigations will be completed within 8 weeks.
  • You will receive a final response letter outlining our findings and any actions taken.

5. Independent Adjudication

  • If you are not satisfied with our final response, you may refer your complaint to the Financial Ombudsman Service.
  • You must do this within 6 months of receiving our final response.
  • We will provide you with full contact details for the Financial Ombudsman Service in our final response.

6. Customers with Additional Requirements

  • We are committed to providing an inclusive service for all customers.
  • If you require additional support, please contact us using the details above.
  • You can also view our Vulnerable Consumers Policy for more information.

7. Effective Date

This Complaints Code of Practice is effective from 19 March 2023.