Customer Complaints Policy
At Amanda for Blinds, we are committed to providing high-quality products and excellent customer service. If you are dissatisfied with any aspect of our service or believe there is an issue with your order, we want to hear from you so we can investigate and resolve the matter as quickly as possible.
Reporting a Product Discrepancy
Any discrepancies, defects, damage, or issues relating to your products or installation must be reported within 24 hours of delivery or installation.
Reports received after this period may affect our ability to investigate the issue and determine responsibility. However, this does not affect your statutory rights.
How to Make a Complaint
All complaints must be submitted in writing by email to:
Email: [email protected]
Please include the following information:
- Your full name
- Address where the products were installed
- Contact telephone number
- Order or invoice number (if available)
- A clear description of your complaint
- Photographs of the issue where applicable
Your complaint will be acknowledged and forwarded to the appropriate manager for investigation.
Our Complaint Handling Process
- Acknowledgement – We aim to acknowledge your complaint within 2 working days of receiving your email.
- Investigation – The relevant manager will review your complaint, including any photographs, order details, installation records, and, where necessary, arrange a site inspection.
- Response – We aim to provide a full response within 10 working days. If additional time is required, we will keep you informed of the progress and expected timescale.
- Resolution – Where appropriate, we will offer a suitable resolution, which may include a repair, replacement, adjustment, or another appropriate remedy depending on the circumstances and the terms of our guarantee.
Important Information
- As our products are made to measure, we cannot accept complaints relating to incorrect sizes where products have been manufactured using measurements supplied by the customer.
- Complaints relating to manufacturing or installation faults will be investigated in accordance with our 12-month product guarantee and our Terms & Conditions.
- Cosmetic concerns or discrepancies should be reported within 24 hours to allow prompt assessment.
Escalation
If you are dissatisfied with the outcome of your complaint, you may request that it is reviewed by a senior manager. Please submit your request in writing, outlining why you believe the matter should be reconsidered.
We will carry out a final review and provide our response as soon as reasonably practicable.
This complaints procedure does not affect your statutory rights.