Complaints Policy

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us improve our standards. 

 

If you have a complaint, please contact us with the details. You can do this by writing to us at:

Low Moorhead farm,

Quernmore,

Lancaster

LA2 0QT

 

or emailing us at: 

info@callunafurnishings.co.uk

 

Please address complaints to Sarah Rhodes, Director and provide us with us as much detail as possible about your concerns and, where possible explain what steps, you would like us to take to resolve the problem. We have 6 weeks to consider your complaint. 

 

What will happen next?

1. We will send you an acknowledgement receipt of your complaint within 1 week of receiving it.

2. We will then investigate your complaint and then arrange a visit to discuss and hopefully resolve your complaint. We will do this within 2 weeks of sending you the acknowledgement letter. If there is any reason, we cannot do this within the timescale, we will let you know why and provide you with a date by which we can respond.

3. Within 1 week of the visit, we will write to you to confirm what took place and any solutions we have agreed with you.

4. If you do not want a visit or it is not possible, we will send you a detailed written reply to your complaint, including our suggestions of resolving the matter, within 3 weeks of sending you the acknowledgement letter. ​

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Terms and Conditions Complaints 

1. The Client must raise any problem or complaint it has with the Upholstery or Curtains immediately the issue arises and confirm this in writing within seven days.

2. Following any issues Calluna will seek to find a mutually acceptable solution for all parties.

3. If the Client is dissatisfied, they must discuss the situation with Calluna and give them the opportunity to do further work if they accept it is needed. If the Client should not do this but engage a third party to do work on the Upholstery or Curtains, then the Charge remains payable and Calluna will not accept responsibility for the charges of the third party.

4. ​