BD Living - Complaints Process

At BD Living, we are committed to delivering high‑quality furniture and an excellent customer experience. However, we recognise that sometimes things may not go as planned. When this happens, we take complaints seriously and welcome the opportunity to put things right and improve our service. If you have a concern, we encourage you to tell us so that we may have the opportunity to resolve the issue for you and learn from it.

Our commitment to you continues after your furniture has been delivered and, where applicable, installed.

If you wish to report an issue or concern that we are not yet aware of; such as a product defect, installation issue, or missing or damaged item and you purchased your product directly from BD Living please contact our Customer Care team using the contact details provided at the time of your order.

If you are able to resolve the issue with our Customer Care team and are happy with the outcome, then you need not use our formal complaints process. If, however, you are not satisfied that the issue has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints process set out below.

If your furniture was purchased as part of your new home, please contact your local Customer Care team at David Wilson Homes who will manage your request and any associated complaints.

If you have a complaint that we have:

• Failed to do something we should have done, or
• Done it badly, or
• Treated you unfairly or discourteously, or
• Not resolved or suitably progressed an issue or service request in a timely manner (where possible, within 30 calendar days).

Then please do raise it with us and allow us the opportunity to put it right.  We have clear internal processes to ensure that complaints are reviewed at the appropriate level and by the team best placed to deal with the issues raised.

Sales & Installations Manager

Please raise your complaint with the Sales & Installations Manager by emailing our Customer Care team, contact details for which will have been provided to you at the point of purchase.

Operations Director

Manager, however, if you feel your concerns have not been resolved to your satisfaction, you can refer your complaint to the Operations Director by emailing our Customer Care team or by post to:

BD Living

Unit1A Interlink Wat West

Interlink Business Park

Bardon

Leicestershire

LE67 1HH

Please note: If a new formal complaint is received, it will always be referred to the Sales & Installations Manager so that it may be dealt with in accordance with this complaints process.

We aim to resolve complaints with minimum delay and will provide you with updates at the following set points:

-  The start date for your complaint will be the first business day after it has been received.

-  Within 2 working days of the complaint start date we will write to acknowledge your complaint.

-  Within 10 calendar days of the complaint start date we will write to provide our decision or outline how we will investigate your concerns.

-  If your complaint remains open 30 calendar days after the complaint start date we will write to update you on each item raised. This will include:

  -  where an item has been resolved, what action has been taken to do so.

  -  where an item is not resolved but further time is needed to look into the matter, the estimated time within which a decision will be reached together with a brief explanation as what further steps are required and why.

-  ­if an item is not resolved but remediation work is accepted, what that work will be and an estimated time within which required work will be completed.

-  where further investigations or remediation has been set out, when the next update will be provided, which will not be more than 28 calendar days.

-  ­where an item is not accepted, a clear explanation for our decision.

-  information about any recommended engagement with any applicable resolution service.

-  ­If your complaint remains open 56 calendar days after the complaint start date we will write to update you on each item raised. This will include:

-  ­a clear summary of what action has been taken to date.

-  ­clear details of what is still outstanding, a reason why and the actions to be taken.

-  an indicative timescale for resolution.

-  ­the frequency that updates will be provided to you until resolution, which will not be more than 28 calendar days.

- On addressing all items raised within your complaint, we will write to you to summarise the action taken on each and to confirm the complaint is closed

Our Customer Care team regularly review all formal complaints so we may amend our processes where necessary and continue to improve the service we deliver to all our customers.