Complaints policy

We are committed to providing our customers with products and service of the highest quality.

While the majority of our customers are very pleased with their kitchens, bedroom and bathrooms, if you feel that we have not met this standard or are dissatisfied in any way, then we want to hear from you.

If something has gone wrong we want to be able to put this right.
We will always do our best to help resolve your concerns in a fair and transparent way.

If you wish to make a complaint about our products or service please contact us by phone, email or letter, as you prefer:

Address:
Avanti Fitted Kitchens Limited Avanti House
Hayes Lane
Lye
Stourbridge DY9 8RD

Telephone: 01384 893929

Email: customerservice@avantikb.co.uk

Avanti undertakes to:

Acknowledge your complaint:

We will try and resolve your concerns as soon as possible and will try to do so within 3 business days

If this is not possible we will acknowledge your complaint within 5 business days so you know we are looking into it.

Investigate your complaint:

We will investigate your complaint competently, diligently and impartially and liaise with you to resolve any issues.

We may need to ask you for more information or visit you to inspect the products. Keep you informed:

We will maintain contact with you while we investigate your complaint and while we hope to be able to resolve your complaint within 3 weeks we will write to you to update you if this is not the case

Resolve your complaint:

Your complaint will be assessed fairly, and consistently and promptly considering all relevant factors and we will work with you to offer a fair response and reach a satisfactory resolution.

We will always aim to resolve your complaint within 8 weeks of receiving it and will write to you with the outcome.

If we have not been able to complete our review of your complaint within 8 weeks we will write to you to update you and let you know when we expect to be able to do so.

We may not always provide the response that you hoped for but we will explain our decision to you.

If you are dissatisfied with the outcome you can ask for the matter to be reviewed by another member of our management team or refer the decision to the government-approved organisation, The Furniture Ombudsman or, if the complaint is related to finance, to The Financial Ombudsman Service.

They can be contacted as follows:

The Furniture Ombudsman Premier House
1 – 5 Argyle Way Stevenage

Hertfordshire SG1 2EQ

0333 241 3209

info@thefurnitureombudsman.org

The Financial Ombudsman Service Exchange Tower
London
E14 9SR

0800 023 4567

complaint.info@financial-ombudsman.org.uk

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We loved the design and it looks perfect now it has been fitted.
Mr & Mrs Sammons

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