Complaints Procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens we want you to tell us what went wrong so we can put matters right.

We want to:

make it easy for you to tell us what went wrong;
give your complaint the attention it deserves;
resolve your complaint fairly without delay; and
make sure you are satisfied with how your complaint was resolved

How & where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person – visit the the showroom you purchased from here
In writing – write to the address of the showroom you purchased from. You can find the addresses here.
By telephone – call the showroom you purchased from during our office hours. You can find the phone numbers here.
By email – customercomplaints@sigma3.co.uk

How long will it take?

We aim to resolve your complaint straightaway but if we can’t then we will write to you within five business days to tell you:

why we have not resolved your complaint;
who is dealing with your complaint; and
when we will contact you again.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call the showroom you purchased from and ask to speak to the person handling your complaint.

If we can’t agree a solution with you within eight weeks, we will:

Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

Issue our final decision letter which will explain our final position.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Or you can telephone on: 0800 023 4567

Or email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk