Finance Complaints Procedure

Complaints

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0122579233

Email: customercare@theloungeco.com

Address: The Lounge Co., Hampton Park West, Melksham, Wiltshire, SN12 6GU

Making a complaint

We endeavour to provide you with an excellent customer service however we acknowledge that, at times, we may fail to meet your expectations. Should you be dissatisfied with the provision or our failure to provide Interest Free Credit to you, you can make a complaint through any of the below channels:

• Telephone: 01225792333
• Email: customercare@theloungeco.com
• Post: Customer Care Department
  The Lounge Co. (furniture) Limited
  1 Hampton Park West
  Melksham
  Wiltshire
  SN12 6GU

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 Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to expect from us?

We try to resolve complaints as soon as possible. Should we resolve your complaint by the close of the third business day following the day on which we receive your complaint, we will issue you with a written communication called a summary resolution communication acknowledging that you made a complaint and setting out that the complaint has been resolved and making you aware of your right to refer the complaint to the Financial Ombudsman Service should you be dissatisfied with the resolution.

Should we consider that we are not able to resolve the complaint by the close of the third business day, we will issue you with a written complaint acknowledgement within [2 days]. Thereafter, we will investigate your complaint in order to reach a fair resolution. Please note that investigating your complaint may require us to contact you in order to obtain further information about your complaint and the allegations raised.

We endeavour to issue you with a written final response within [8 weeks].

What to do if you can't reach an agreement

If you are not satisfied with Novuna's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna's final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service
website: www.financial-ombudsman.org.uk

What options do you have should you be dissatisfied with our final response?

Should you be dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service ('FOS'). The FOS is an independent body established to settle disputes between UK-based financial companies and consumers. You are able to refer your complaint to the FOS on any of the below contact details:

• Telephone: 0300 123 9 123
• E-mail: complaint.info@financial-ombudsman.org.uk
• Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR
• Complain Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.
You can find out more about the FOS by visiting: https://www.financial-ombudsman.org.uk

Finance Complaints Procedure

If you have a complaint about finance

Step 1

Please contact us at your earliest convenience with the following information:

• Your full name, address, and telephone number
• Details of any previous correspondence you’ve had with us
• Details of your problem or complaint
• We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.

You can contact us in one of the following ways:

In writing:

Customer Care Department
The Lounge Co. (furniture) Limited
1 Hampton Park West
Melksham
Wiltshire
SN12 6GU

By phone: 01225 792333

By email: customercare@theloungeco.com

Step 2

We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.

Step 3

We hope that you'll never have to do this, but if you're not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:

In writing:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone: 0800 023 4567

By email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution website, which has been set up by the European Commission.