Complaints Policy

Our Commitment to You

We pride ourselves on delivering quality products and excellent customer service.
However, we understand that sometimes things can go wrong.
If you are unhappy with any part of your experience—whether it’s a product or service—we want to hear about it so we can make things right and continue improving.

How to Make a Complaint

You can raise a complaint with us in the following ways:

Email: enquiries@dnafloors.co.uk
Phone: 0161 222 3037 (Mon–Fri, 9am–5pm)
Post: 325 Palatine Road, Northenden, Manchester, M22 4HH

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

Our Process

We will acknowledge your complaint within 3 business days
and aim to resolve it as quickly and fairly as possible.
We will keep you updated throughout and aim to provide a final response within 8 weeks.

Complaints About Finance

If your complaint relates to the finance you arranged for your purchase with us,
we may need to liaise with the finance provider and put you in contact with them.
We will manage this process and keep you informed.

If You’re Still Not Satisfied

If you are not happy with our final response,
or if 8 weeks have passed since you first raised the complaint and it remains unresolved,
you have the right to refer your complaint to the Financial Ombudsman Service.

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

You must contact the Ombudsman within six months of receiving our final response.

Review and Monitoring

This policy is reviewed annually to ensure it reflects current guidance
and continues to meet the needs of our customers.