Complaints Policy

At Urbanfurni, we pride ourselves on the high level of Customer Service we offer to all our customers. If a complaint does arise, we take it very seriously and ensure it is handled effectively and in a timely manner.

How to Make a Complaint

If you need to make a complaint, you can contact us through the following methods:

We simply ask for your order number, details of your complaint, and any relevant images that may support your case. Our friendly Customer Service Team is always ready to guide you through each step.

What Happens Next?

Your complaint will be reviewed by a member of our Customer Service Team, who may request additional information to help resolve the issue as effectively as possible. They will provide you with a fair, accurate, and reasonable solution. We aim to resolve complaints within 5 working days; if this timeframe cannot be met, we will contact you with an updated timeframe.

If the complaint cannot be resolved at the initial level, it will be escalated to the Customer Service Manager (CSM). The CSM will review the complaint, reach out to discuss the next steps, and may request further details to assist in the resolution. The Customer Service Manager is the final escalation level within Urbanfurni.

If you remain dissatisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution with an independent dispute resolution service.

If Your Complaint is About Your Finance Agreement

If your complaint concerns the finance associated with your purchase, please inform us. We will forward your complaint to your credit provider, who will acknowledge the complaint, conduct a thorough investigation, and issue a response within 8 weeks.