Complaints Policy

Policy Statement

Skyliving Furniture is committed to delivering high-quality products and excellent customer service.
We understand that sometimes issues may arise. When this happens, we take complaints seriously and use a structured and transparent process
to ensure they are handled fairly and efficiently.

All complaints, whether written or verbal, are handled consistently. We investigate thoroughly, identify root causes where possible,
and take steps to prevent similar issues in the future.

Purpose

Our complaints process is designed to provide a fair, open, and accessible system for all customers.
We ensure complaints are reviewed independently and outcomes are clearly communicated.
We also use complaint data to improve our services and customer experience.

Objectives

For the purposes of this policy, a complaint is any expression of dissatisfaction regarding our products, services,
delivery, communication, or business practices.

Our objectives are:
– Provide a clear and simple complaints procedure
– Ensure accessibility for all customers
– Investigate complaints fairly and promptly
– Use complaint data to improve business practices
– Involve our Data Protection Officer where required

How to Make a Complaint

You may contact us using the following methods:

Email: Skylivingfurniture@gmail.com
Telephone: 02036593793
Post: Skyliving Furniture, Unit 124-125 Whitgift Centre, Croydon, CR0 1UT, United Kingdom

Please include your full name, contact details, order number (if applicable),
a clear description of the issue, and any supporting documentation.

Complaint Handling Process

1. Acknowledgement: We acknowledge complaints within 3 working days.
2. Investigation: Complaints are investigated within 6 weeks.
3. Final Response: A written decision letter is issued within 8 weeks.
4. Updates: If additional time is required, we will inform you in writing.

Data Protection Complaints

If your complaint relates to personal data, it will be handled in accordance with the UK GDPR
and Data Protection Act 2018.

You have the right to lodge a complaint with the Information Commissioner’s Office (ICO):
Website: www.ico.org.uk
Telephone: 0303 123 1113

External Escalation (Finance Related Complaints)

If your complaint relates to regulated financial services,
you may refer the matter to the Financial Ombudsman Service (FOS):

Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567
Website: www.financial-ombudsman.org.uk

Complaints must usually be referred within 6 months of receiving our final response.

Continuous Improvement

All complaints are recorded in our Customer Complaint Register and reviewed regularly
to identify trends and improve our services. We treat complaints as an opportunity to improve our business.