Complaints Procedure
We always aim to provide the best products and service possible, but if something hasn’t met your expectations, we want to know. Your feedback helps us put things right and improve for the future.
Our commitment is to:
- Make it easy for you to tell us when something’s gone wrong
- Give your complaint the attention it deserves
- Resolve your concern fairly and without unnecessary delay
- Ensure you’re satisfied with how your complaint is handled
How and where to complain
If you are not satisfied with any aspect of our product/service you can tell us about your complaint in the following ways:
In writing: write to us at
Sterling Home,
76 Moss Road,
Tillicoultry,
Clackmannanshire
FK13 6NS
Please address your letter to The Customer Support Team
By Telephone: 01259 750655 option 3
By Email: customerservice@sterlingfurniture.co.uk
Online: Use our Contact Form to notify us of your complaint.
How long will it take?
We will aim to resolve your complaint as swiftly as possible and appreciate your patience throughout the process. We will send an email to you immediately upon receipt of your complaint, introducing your dedicated adviser and providing their contact details.
We will usually resolve your complaint quickly, but if it is complex, it may take longer. We will keep you informed on a regular basis but if you need an update, please call us on the number above and ask to speak to the person dealing with your complaint.
Financial Ombudsman Service
If you want the FOS to look into your complaint, you must contact them within six months of the date of our final response.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk