At FW Homestores, we are committed to providing high-quality service and customer satisfaction. If you have any concerns about our products or services, we encourage you to let us know so we can resolve the issue promptly and fairly.

1. How to Make a Complaint

If you are dissatisfied with any aspect of our service, you can contact us through the following methods:

• Email: service@fwhomestores.co.uk
• Phone: Please contact your nearest FW Homestores location for assistance.
• Postal Address: Complaints can also be submitted in writing to our head office.

2. Acknowledgment of Complaints

• We will acknowledge your complaint within three working days.
• If the matter is straightforward, we will aim to resolve it immediately.
• If further investigation is required, we will provide an initial response within 48 hours.

3. Our Resolution Process

• We aim to provide a full response within 10 working days.
• If more time is needed, we will keep you informed of the progress and expected resolution.

4. Escalating Your Complaint

If you are not satisfied with our response, you may escalate your complaint by:

1. Writing to a Director at service@fwhomestores.co.uk.
2. If the issue remains unresolved, you can contact your local Trading Standards or escalate the matter to the Financial Ombudsman Service (FOS).

5. Contacting the Financial Ombudsman Service (FOS)

If you are still unhappy with the resolution, you can escalate your complaint to the Financial Ombudsman Service:

• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

We take all complaints seriously and are committed to resolving them fairly and efficiently.