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Complaints Policy

At The Garden Furniture Centre, we pride ourselves on delivering high-quality products and service. However, if you’re not entirely satisfied, we want to hear from you so we can put things right.

We take every complaint seriously and are committed to resolving issues quickly, fairly, and with care.

 

How to Contact Us

You can raise a complaint using whichever method is most convenient for you:

Phone: 01564 793 652
Email: customerservices@gardenfurniturecentre.co.uk
Post:
The Garden Furniture Centre Ltd
Yew Tree Farm Craft Centre
Wootton Wawen
West Midlands
B95 6BY

When you email us, you will receive an automatic acknowledgement confirming that your message has been received.

 

What to Expect

  • We aim to acknowledge your complaint within 2 working days

  • A full response will be provided within 10 working days, wherever possible

  • If you're not happy with our initial response, you may request that it be escalated to a senior member of our team for further review

 

Complaints About Klarna or Clearpay

If your complaint relates to the finance used for your purchase, such as Klarna or Clearpay, you can still contact us in the first instance — we’re happy to help or direct your concerns to the relevant provider.

  • Klarna is authorised and regulated by the Financial Conduct Authority (FCA). If you remain dissatisfied after their response, you can escalate your complaint to the Financial Ombudsman Service (FOS).

  • Clearpay is not currently regulated by the FCA, but it has an internal complaints process and aims to treat customers fairly. In some cases, the Financial Ombudsman may still consider complaints about their services on a discretionary basis.

 

Financial Ombudsman Service

If your finance-related complaint remains unresolved, you may contact the Financial Ombudsman Service within six months of receiving a final response from the provider.

Write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

 

Our Commitment to You

Every complaint is an opportunity for us to learn and improve. We’ll always aim to offer a fair resolution, whether that involves a replacement, refund, or another suitable remedy.

Thank you for allowing us the opportunity to put things right.