The information we hope you never need
We hope that this information is never required. That’s our very clear objective with every James Oliver customer. But of course, it’s important that we make provision for the unthinkable and create a complaints procedure that’s clear, fair and timely. Complaints are exceptionally important to us, we treat them not as distractions or inconveniences, but as opportunities to learn and to make things better. That’s why, if you’re not happy with anything at all about our products or service, we really do want to know about it.
How to make a complaint
If you do wish to get in touch with us regarding a complaint, then it’s totally up to you how you do it. We make provision to capture complaints no matter how they might arrive. Below is further information regarding how to get in touch should you wish to make a complaint.
Complaints by post should be addressed to our Lincoln Showroom at:
Customer Services
James Oliver Conservatories Limited
1 Crofton Road
Allenby Trading Estate
Lincoln, Lincolnshire
LN3 4NL
Complaints in person should be made at our Lincoln Showroom; it’s the same address as shown.
Monday 9.00am – 5.00pm
Tuesday 9.00am – 5.00pm
Wednesday 9.00am – 5.00pm
Thursday 9.00am – 5.00pm
Friday 9.00am – 5.00pm
Saturday 9.00am – 4.00pm
Sunday 10.00am – 4.00pm
Complaints by telephone can be made using: 01522 525926
Alternatively you can use the online form at the bottom of this page.
How it all works from there
Clearly, we’ll try and resolve things straight away, we’ll do everything we can in fact, but on occasion this just isn’t possible as a bit of work has to go on behind the scenes to investigate exactly what’s happened, so we can work out so we can work out the right course of action.
Where this is the case, here’s how things will work:
Acknowledgement
We’ll acknowledge your complaint within 5 working days, either by email or by letter. We’ll tell you the reason why we couldn’t resolve it straight away, who is in charge of dealing with your complaint (your case manager) and how to contact them if you need to.
Decision
We’ll aim to reach a decision regarding how to proceed regarding your complaint within 2 weeks of it being made. Rest assured that we’ll always tell you if there’s going to be a delay beyond this date. Decisions are always confirmed in writing to you.
Action
We’ll aim to resolve your complaint within 8 weeks of it being made as an absolute maximum. Rest assured that we’ll always tell you if there’s going to be a delay beyond this date.
Referral
Where we can’t reach an agreement together, when appropriate we’ll provide you with the relevant information for the GGF. This is a last resort though and clearly we hope that things never reach this stage.
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.
They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
A note about the Financial Ombudsman Service
The Financial Ombudsman Service is there to help consumers with complaints which relate to the sale of financial services. If your complaint is of this nature, there are two scenarios where you may have the right to refer your case to them, these are:
- Where you are unhappy with the final decision made by James Oliver Conservatories regarding your complaint.
- Where eight weeks have passed since the complaint was made, without you having received a final decision from James Oliver Conservatories.
Should you wish to proceed with this course of action, the contact details you need are:
The Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.
It’s important to note that if you want the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final decision letter.
IF YOU NEED ANYTHING FURTHER
If you have any further queries regarding our complaints procedure then please contact using the form below.