This complaints policy explains how to raise a concern with Back Care Beds and what to do if your complaint relates to a finance agreement. We take every complaint seriously and want to understand what has gone wrong so we can help put it right.
How to make a complaint
If you are unhappy with a product you have purchased from us or the service you have received, please contact us using whichever method suits you best.
Phone: 02392 984 042
Email: admin@backcarebeds.co.uk
Postal address:
Back Care Beds
First Avenue
Batchmere
Chichester
West Sussex
PO20 7LQ
Information to include
To help us understand your complaint, please provide your name, contact details and order number, if available. Explain what has happened and how you would like the issue resolved.
If your complaint concerns a product fault or damage, photographs and a description of the problem can help us assess it. Please also include any relevant correspondence you have already had with our team.
You can still contact us if you do not have all of this information.
Complaints about your finance agreement
If your complaint concerns the Novuna finance agreement linked to your purchase, you can contact us and we will forward it to Novuna for investigation. You can also contact Novuna Personal Finance directly through its complaints page.
Novuna will investigate your complaint and aim to resolve it as soon as possible. If it cannot resolve the complaint within eight weeks of receiving it, it will explain the delay and indicate when it expects to provide a resolution.
Taking a finance complaint further
If you are unhappy with Novuna’s final response, or have not received a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service.
You normally need to refer your complaint within six months of the date of Novuna’s final response letter. Read that letter carefully, as it explains your referral rights and the applicable deadline.
You can contact the Financial Ombudsman Service using the details below or visit its website to submit a complaint online.
Phone: 0800 023 4567
Website: Financial Ombudsman Service
Postal address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
This referral route relates to complaints about financial products and services, including your finance agreement.
