If you find that you are not completely satisfied and would like to raise a complaint, you can find out what to do here.
Raising a complaint
Here at Pay Smart Carpets, we hope that all our customers are completely satisfied with the products and services that we provide. Customers and their feedback are important to us, so if you find that you are not completely satisfied and would like to raise a complaint with us you can do this by contacting us as follows.
How we deal with your complaint
Once we have received your complaint, we aim to resolve all issues by the end of the third business day.
If we cannot resolve the issue by then, we will contact you and let you know, so please make sure all the contact details we hold for you are up to date. We will then aim to get your complaint resolved and a final response letter sent to you within eight weeks of the date you made your complaint.
In the unlikely event we cannot resolve your complaint within eight weeks, we will write to you and advise why, and when we expect to have the complaint resolved. At this point, if you are not satisfied you can refer your complaint to the Financial Ombudsman Service. We will send you details of how you can do this at the time.
When you have received your final response letter from us, if you are still not satisfied with the outcome of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service if you do so within six months of the date of the final response letter. Again, we will send you details of how you can do this at the time.