Complaints Policy Procedure

Gr8Living Ltd t/a Gideon Robinson are one of Scotland’s largest independent specialist kitchen retailers and we are committed to providing products and services of the highest standard. Installing a new kitchen is a major renovation project and despite our best efforts sometimes things can go wrong. If you have a concern or are dissatisfied in any way, then we will do our best to help resolve the situation in a fair and transparent way. Gr8 Living will investigate all complaints competently, diligently and impartially, obtaining additional information when necessary. Your complaint will be assessed fairly, considering all relevant factors and in accordance with guidance issued by the government approved organisation, The Furniture Ombudsman.


In the first instance please contact us either

By email: home@gideonrobinson.com
By telephone: 0141 632 9374
By post: Gideon Robinson, 47 Haggs Road, Glasgow. G41 4AR.

To help us investigate your complaint we will need the following information:

  • Your name, address and order number.
  • Details of how we should contact you and anyone else who can speak on your behalf.
  • A clear description of your complaint.
  • Details of what you would like us to do to resolve your complaint.
  • Copies of relevant supporting information.

Our commitment to you:

We'll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We may not always provide the answer you are looking for, but we'll make sure we offer a clear explanation for our decision.

If you are dissatisfied with the outcome then you may request that the case is reviewed by a more senior member of our team. If you remain dissatisfied with the outcome of the review then you can refer the decision to the government approved organisation, The Furniture Ombudsman. The Furniture Ombudsman will review your case and may request further information from you or from us. Any decision they make will be binding upon us.

You can find out more information on The Furniture Ombudsman here https://www.thefurnitureombudsman.org/.

Details for The Furniture Ombudsman are below:

By email: info@thefurnitureombudsman.org
By telephone: 0845 653 2064
By post: The Furniture Ombudsman, 2nd Floor, 3-4 Viewpoint Office Village, Babbage Road, Stevenage, SG1 2EQ.


Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.

How Long You Have to Complain to the Financial Ombudsman Service

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Contact

  • The Financial Ombudsman Service, Exchange Tower, London E14 9SR
  • Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123
    (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk

Visit us

Visit our Kitchen studios in Glasgow today and talk to an expert about your new kitchen project.

Southside Studio
47 Haggs Road
Glasgow, G41 4AR.

West End Studio
285 Great Western Road
Glasgow, G4 9HR.

Monday to Saturday 10am - 6pm

 0141 632 9374 or 0141 342 4995
 home@gideonrobinson.com
 Online Consultation