COMPLAINTS - OVERVIEW
Here at Moda Furnishings, we pride ourselves on the level of Customer Service that we offer to all of our customers and would be very surprised if a complaint were needed to be made. If we do receive them, however, we take all complaints seriously and ensure they are dealt with effectively and in a timely manner.
HOW TO MAKE A COMPLAINT
Should you need to make a complaint, you can do so by contacting us via the following methods:
Email - firstname.lastname@example.org
Live Chat - www.modafurnishings.co.uk
Online Form - https://help.modafurnishings.co.uk/hc/en-gb
Telephone - 0161 683 0158
Letter - Moda Furnishings, Giomani Designs Limited, Riverpark Trading Estate, Riverpark Rd, Manchester, M40 2XP
All we ask for, is your order number and what the complaint is relating to along with any images, if applicable to support your complaint. Our friendly Customer Experience Team are always on hand to guide you every step of the way.
WHAT HAPPENS NEXT?
-Your complaint will be reviewed by a member of the Customer Experience Team, who may ask for further details to help as best as possible and will provide you with a fair, accurate and reasonable solution.
-The complaint will be handled within 3 working days, if this time is not going to be met we will contact you and let you know an updated time frame
- If the complaint can not be resolved at Agent level, this will then be escalated to the Customer Experience Manager, who will review and come in contact to discuss the next steps, further details may be required at this stage to help support the CEM actions in helping to resolve.
The Customer Experience Manager is the final level of escalation within Moda Furnishings.
If you still aren’t satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution with any independent issue resolution service.
IF YOUR COMPLAINT IS ABOUT YOUR FINANCE AGREEMENT
If your complaint is about the finance linked to your purchase, you can still let us know about this. However, we’ll forward this on to your credit provider, who will acknowledge your complaint and investigate thoroughly, issuing a response within 8 weeks.
If you aren’t satisfied with your credit provider's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within 6 months of the date of your credit provider’s final response letter to you.
They can be contacted in the following ways:
a. By writing a letter and sending it to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
b. By calling them on 0300 123 9 123
c. By emailing them at email@example.com
Further details can be found on the Financial Ombudsman Service website.