Complaints Policy

Swansea Floors 4 You (R&H Flooring Ltd.) Website: swanseafloors.co.uk



Our Commitment

At Swansea Floors 4 You, we are committed to providing a high standard of service to every customer. We take all complaints seriously and view them as an opportunity to improve. If something has gone wrong, we want to hear about it so we can put it right as quickly as possible.

How to Make a Complaint

You can raise a complaint with us using any of the following methods:

By email: sales@swanseafloors.co.uk By phone: 01792 310310 By post: Unit 2b Lion Way, Enterprise Park, Llansamlet, Swansea, SA7 9FB

When contacting us, please provide your name, contact details, a description of your complaint, and any relevant order or job reference numbers.

What Happens Next

Acknowledgement We will acknowledge your complaint within 2 working days of receiving it.

Investigation We will investigate your complaint thoroughly and fairly. This may involve reviewing your order details, speaking with relevant team members, or arranging a visit if appropriate.

Resolution We aim to provide a full response within 10 working days of acknowledgement. If your complaint is complex and requires more time, we will keep you informed of our progress and provide an expected resolution date.

Escalation

If you are not satisfied with our response, you may request that your complaint is reviewed by a senior member of our team. Please state clearly that you wish to escalate your complaint and explain why you remain dissatisfied.

We will provide a final written response within 5 working days of receiving your escalation request.

Third-Party Installation Services

Floors 4 You Swansea (R&H Flooring Ltd.) supplies flooring products only. Where installation services are required, these are carried out by independent third-party installation companies. Any agreement relating to installation is made directly between the customer and the relevant installation company, and constitutes a separate contract entirely independent of any supply agreement with Floors 4 You Swansea.

Floors 4 You Swansea accepts no liability for the quality, timeliness, or outcome of any installation work carried out by a third party. Any complaints relating to installation should be directed to the installation company with whom the customer has entered into a direct agreement. We are happy to assist in facilitating communication where possible, but we cannot be held responsible for the actions or omissions of third-party installers.

Further Options

If you remain unhappy after exhausting our internal complaints process, you may wish to seek independent advice. For consumer disputes, you can contact:

Citizens Advice: www.citizensadvice.org.uk Trading Standards: via the Citizens Advice consumer helpline on 0808 223 1133

Your Data

Any personal information provided as part of a complaint will be handled in accordance with our Privacy Policy and used only for the purpose of investigating and resolving your complaint.

Review

This policy is reviewed periodically to ensure it remains fit for purpose. Last reviewed: April 2026.