We aim to resolve concerns fairly, promptly and without unnecessary formality. This policy covers complaints about our products, website, sales process, delivery, service and, where applicable, our role in arranging retail finance.nHow to complainnnEmail info@mynextsofaonline.co.uknTelephone +44 7350 092214nWrite to MY NEXT SOFA LTD, 95 Bradley Boulevard, Huddersfield, HD2 1EAnnPlease include your name, contact details, order number, what happened, when it happened, the outcome you are seeking and any useful photographs or documents.nProduct delivery and service complaintsnWe will acknowledge the complaint promptly and investigate the order records and relevant evidence. We may ask for further information, inspect the goods or arrange a technician visit. We will explain our decision and any proposed remedy in writing.nWe aim to provide an initial substantive response within 14 days. More complex product or delivery issues may take longer, particularly where an inspection, supplier information or replacement part is required. We will keep you updated.nFinance related complaintsnIf the complaint concerns a finance application, financial promotion or our role in introducing or arranging finance, please identify it as a finance complaint. We will acknowledge it and handle or refer it in accordance with the applicable regulatory responsibilities agreed with the finance provider.nFor a regulated finance complaint handled by us, we will issue a final response within the applicable regulatory period, normally no later than eight weeks after receipt, or explain why a final response is not yet available and describe any escalation right.nA complaint about the lender’s credit decision, account, repayments or lending service may need to be handled directly by the lender. We will provide or confirm the correct contact details where appropriate.nFinancial Ombudsman ServicenWhere the complaint is eligible, our final response will explain whether you can refer it to the Financial Ombudsman Service and the relevant time limit. The service is free for consumers. Information is available at financial-ombudsman.org.uk or on 0800 023 4567.nAccessibility and representativesnTell us if you need information in another reasonable format or require additional support. We can deal with an authorised representative where you give appropriate permission.nRecords and privacynWe keep complaint records for legal, regulatory, training and service-improvement purposes in accordance with our Privacy Policy.nLast updated 9 September 2026.nnnMY NEXT SOFA LTDnCompany number: 16715449nRegistered office: 95 Bradley Boulevard, Huddersfield, HD2 1EAnShowroom: Unit 8, Bessemer Way, Adams Road, Workington, CA14 3YSnEmail: info@mynextsofaonline.co.uknTelephone: +44 7350 092214n