Complaints and policy procedure

Ashley Anderson trading as The Adjustable Bed Factory is authorised and regulated by the Financial Conduct Authority FRN 718470. We are a credit broker not a lender and we offer credit facilities from one lender. The Company aims to provide a high quality of goods and services. We take complaints seriously and welcome your feedback on the goods and service that we provide. Complaints are continually monitored to assist us in improving our products and services to all our valued customers.

If you are not entirely satisfied with your purchase please contact our customer service department on the details below. We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure. Complaints may be made verbally or in writing. We commit to handling your complaint as quickly and thoroughly as possible. Your complaint will be directed to the appropriate department or Manager for investigation and response. Please provide as much detail as possible and include your contact details and order or sales agreement number where applicable.

Complaints should be directed in the first instance to Head Office and the contact details are as follows:

Adjustable Bed Factory, Unit 1a&b, Grazebrook Industrial Estate, Dudley, DY2 0XW

Tel: 0800 988 2898

Email: customerservices@adjustablebedfactory.com

Telephone calls will be responded to as soon as possible and letters will be acknowledged within 3 working days on receipt and a full reply will be sent within 14 working days of receipt. If for whatever reason it is not possible to deal with the complaint within the published timescale then you will be informed of this, and a reason given.

To provide our customers with peace of mind and to demonstrate our commitment to responsible retailing, Ashley Anderson T/A The Adjustable Bed Factory is a registered full member of The Furniture and Home Improvement Ombudsman. The FHIO is an independent not-for-profit organisation which raises standards and is approved by the government to provide alternative dispute resolution services. We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about FHIO and how to use their service, visit Homepage - The Furniture & Home Improvement Ombudsman (fhio.org)or telephone 0333 241 3209.

If you remain unhappy with our final response, you may be entitled to refer your complaint to The Furniture Ombudsman and we are bound to follow any decision that they make. To find out more about The Furniture Ombudsman and how you might be able to use their dispute resolution service visit www.thefurnitureombudsman.org or telephone 0845 653 2064.

Download our Complaints Procedure

Download our Terms and Conditions