Complaints
At Arlo & Jacob, our customers are at the core of what we do. That’s why we’re committed to providing the highest quality products and services possible. We recognise, however, issues are bound to arise every once in a while. In those instances, our focus is on ensuring our customers feel heard and that their issues are resolved efficiently and satisfactorily.
Definition of Complaint
We define a complaint as any expression of dissatisfaction with our products or services, whether it’s relayed in person, by phone, over email, or through social media.
Customer Complaint Procedure
Our customer’s satisfaction is our priority. If you're not completely happy with our service, please let us know directly so we can make it right.
We aim to provide the best products and service, but if we fall short, we want to:
- Make it easy for you to voice your concerns
- Give your complaint prompt attention
- Resolve it quickly and effectively
- Provide the right outcome
How to Complain
You can email us on: customercare@arloandjacob.com
Write to us at : Customer Care, Unit 10 Castle Lane Industrial Estate, Melbourne, Derby, DE73 8JB
Call us on: 0330 094 5855
What needs to be included in my complaint?
- A clear detailed description of your complaint to us
- The names of any staff that the feedback is about
- If you have a specific outcome in mind
- How you would like us to respond to you (email, telephone or letter) including the best time to contact you
- We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum
If We Can't Resolve Your Complaint:
To provide our customers with peace of mind and to demonstrate our commitment to responsible trade, Arlo and Jacob is a registered full member of The Furniture and Home Improvement Ombudsman. The Ombudsman is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about The Ombudsman and how to use their service, visit their website - www.fhio.org or telephone them on 0333 241 3209
