fbpx Skip to content
Magnifying Glass Icon Rotary Phone Icon Shopping Cart Icon 0

Popular Searches

Beds & Mattresses

News & Blogs

Complaints Procedure

 

1. Introduction

At John Ryan by Design, we are committed to providing high-quality mattresses and exceptional customer service. However, we recognise that sometimes things may not go as expected, and we want to ensure that any complaints are handled fairly, efficiently, and transparently. This document outlines our complaints procedure to provide clarity on how we manage and resolve customer concerns.

 

2. How to Make a Complaint

Customers can submit complaints through the following channels:

Information Required

To help us resolve complaints efficiently, customers should provide:

  • Full name and contact details
  • Order number (if applicable)
  • A clear description of the issue
  • Relevant supporting documents (e.g., photos, emails, receipts)

 

3. Complaint Handling Process

Step 1: Acknowledgement

  • Complaints will be acknowledged within 2 working days of receipt.
  • A reference number will be provided for tracking the complaint.

Step 2: Investigation

  • Our customer service team will thoroughly investigate the issue.
  • Customers may be contacted for additional information if necessary.
  • We aim to resolve most complaints within 5-10 working days.

Step 3: Resolution & Response

  • Customers will receive a written response outlining:
    • Findings of the investigation
    • Proposed resolution (e.g., refund, replacement, compensation)
  • If further action is required, the timeframe for resolution will be communicated.

 

4. Escalation Process

If a customer is not satisfied with our response, they may escalate the complaint by:

  • Requesting a review by a senior manager
  • Contacting an alternative dispute resolution (ADR) service
  • Seeking guidance from Citizens Advice (www.citizensadvice.org.uk)

For purchases made online, customers may also use the Online Dispute Resolution (ODR) platform provided by the European Commission (https://ec.europa.eu/odr).

 

5. Consumer Rights & Legal Compliance

We comply with UK consumer protection laws, including:

  • The Consumer Rights Act 2015 (covering refunds, repairs, and replacements)
  • The Consumer Contracts Regulations 2013 (covering online sales and returns)
  • The Alternative Dispute Resolution for Consumer Disputes Regulations 2015

Customers can contact the Consumer Ombudsman if they need further assistance (www.consumer-ombudsman.org)

 

6. Continuous Improvement

At John Ryan by Design, we continuously review our complaints procedure to improve our products and services. We value customer feedback and use it to enhance the overall experience.

For further assistance, please contact us at [email protected].