Carpet Ease Complaints Policy
How we handle customer concerns fairly and promptly
1. Our approach
We aim to provide a friendly, transparent and professional service. If something goes wrong, we want to understand the issue, put things right where appropriate and learn from the experience.
2. How to raise a complaint
Please contact us as soon as possible if you are unhappy with any part of our service.
- Email: sales@carpet-ease.co.uk
- Telephone: 01276 53 88 77
- Post: Carpet Ease Ltd, Unit 17 Helix Business Park, Wilton Road, Camberley, GU15 2QT
Please include your name, contact details, order number if available, installation address, a clear description of the issue and any relevant photographs.
3. What happens next
- We will acknowledge your complaint, normally within 5 working days.
- We will review the information and may ask for photographs, order details or further explanation.
- Where needed, we may arrange for a fitter, manager, supplier or manufacturer representative to inspect the issue.
- We will aim to provide a response or proposed next steps within 14 working days where possible. More complex issues may take longer, but we will keep you updated.
4. Possible outcomes
Depending on the circumstances, possible outcomes may include advice, further inspection, repair, replacement, goodwill gesture, refund, referral to a manufacturer warranty process, or confirmation that the issue is not considered a fault.
5. Independent fitting partners
We work with carefully selected independent fitting partners. If a complaint relates to installation, Carpet Ease will help coordinate the investigation and resolution. We expect our fitting partners to cooperate fairly and professionally.
6. What we ask from customers
- Tell us about concerns as soon as possible.
- Allow us a reasonable opportunity to inspect the issue before arranging third-party repairs.
- Avoid altering, removing or replacing the flooring before we have had a chance to assess it, unless urgent action is needed to prevent damage or risk.
- Provide photographs and information where requested.
7. Escalation
If you remain unhappy after our response, please let us know and we will review the matter again. Where appropriate, we may refer to manufacturer warranty processes, independent inspection or any dispute resolution route available through our trade memberships or applicable consumer schemes.
8. Legal rights
This Complaints Policy does not affect your statutory rights.