Last updated: August 2026

Home Flatpack is committed to resolving complaints fairly, promptly and constructively.

We recognise that things can occasionally go wrong. When they do, our approach is to focus first on resolving the immediate issue and then on understanding why it happened so that, where reasonably possible, we can reduce the likelihood of it happening again.

Our complaints process forms part of the Home Flatpack Quality Management System.

This policy should be read alongside our Customer Terms & Conditions, which set out the contractual responsibilities of Home Flatpack and the customer.

1. Our Approach

Our complaints process follows five broad stages:

Listen. Investigate. Remedy. Review. Improve.

Our first priority is to understand the problem and establish what needs to happen to resolve it.

Once the immediate issue has been addressed, we consider whether the complaint identifies a weakness in our processes, training, communication, installer performance or other quality controls.

Where appropriate, corrective or preventive action will then be taken.

2. Raising a Complaint

Customers should contact Home Flatpack as soon as reasonably practicable after becoming aware of an issue.

Providing the following information will normally help us investigate more quickly:

• Booking or order reference.
• Installation date.
• A clear description of the concern.
• Relevant photographs or video.
• When the issue was first noticed.
• Details of any action already taken.

Where there is a potential safety concern, customers should contact us promptly and stop using the affected item where reasonably appropriate.

3. How We Investigate

Complaints are considered using the information and evidence available.

Depending on the circumstances, this may include:

• Booking records.
• Customer communications.
• Retailer information.
• Installer notes.
• Before, during and after photographs.
• Completion evidence.
• Checklists.
• Customer confirmation.
• Manufacturer instructions.
• Information supplied after the installation.

Home Flatpack installers are required to record appropriate evidence as part of our QMS.

This allows us to investigate complaints using documented information rather than relying solely on recollection.

4. Establishing Responsibility

As part of our investigation, we will seek to establish the underlying cause of the issue.

A complaint may relate to:

• Installation workmanship.
• A product defect.
• Missing or incorrect parts.
• Delivery damage.
• Booking or communication issues.
• Subsequent misuse or alteration.
• Third-party interference.
• Another cause.

Where the issue relates to our installation service, we will take responsibility for resolving it appropriately.

Where the evidence indicates that the issue relates to the product, retailer, manufacturer or another third party, we will explain this clearly and, where reasonably possible, provide information that may assist the customer in resolving the matter with the relevant organisation.

We aim to establish responsibility rather than simply pass a customer between organisations.

5. Remedy First

Where Home Flatpack is responsible for an issue, our initial focus will normally be on putting the matter right.

Depending on the circumstances, this may involve:

• Advice or clarification.
• Further review of evidence.
• Contacting the installer.
• Arranging a remedial attendance.
• Correcting workmanship.
• Completing outstanding installation work.
• Another appropriate remedy.

Where a re-attendance is genuinely required because of Home Flatpack workmanship, it will be arranged in accordance with our Customer Terms & Conditions.

6. Opportunity to Rectify

Customers should give Home Flatpack a reasonable opportunity to investigate and, where appropriate, rectify an alleged installation issue before arranging third-party remedial work.

The relevant contractual provisions are set out in our Customer Terms & Conditions.

This helps us establish what has happened, preserve relevant evidence and provide an appropriate remedy.

Urgent action may of course be necessary where there is an immediate safety risk or a need to prevent further damage.

7. Completion Evidence and Later Issues

Our installers may take photographs and record other completion evidence before leaving an appointment.

Where an issue is reported later, this evidence may be compared with the condition subsequently reported by the customer.

This can help establish whether:

• The issue was visible at completion.
• The installation was satisfactory when the installer left.
• Something has subsequently moved or changed.
• Misuse, alteration or third-party interference may have occurred.

Any decision about a remedial attendance or charge will be made in accordance with the Customer Terms & Conditions and the available evidence.

8. The Completion Walkaround

The completion walkaround is an important part of our quality process.

It allows the customer to view the completed product and raise any immediately visible concern while the installer is still present.

It is not intended to transfer technical responsibility for the installation to the customer.

The installer remains responsible for carrying out the work with reasonable care and skill and, where appropriate, in accordance with manufacturer guidance and Home Flatpack standards.

The walkaround is intended to resolve simple issues immediately and reduce unnecessary return visits.

Further details are contained in our Customer Terms & Conditions.

9. Installer Standards

Installers working through Home Flatpack are required to follow defined operational and quality standards.

These include requirements relating to:

• Workmanship.
• Professional conduct.
• Completion checks.
• Photographic evidence.
• Customer confirmation.
• Accurate job notes.
• Reporting problems.
• Manufacturer guidance where appropriate.

Our installation standards and Quality Management System can be viewed on our website.

A complaint involving installer performance may therefore result in a review against those standards.

10. Installer Performance Review

Where a complaint identifies a potential installer performance issue, we may review:

• The evidence submitted for the job.
• Checklist compliance.
• Job notes.
• Completion photographs.
• Customer feedback.
• Adherence to the agreed scope.
• Conduct.
• Previous performance where relevant.

Depending on the findings, action may include:

• Feedback.
• Additional guidance.
• Retraining.
• Increased monitoring.
• Restriction from particular types of installation.
• Review of installer status.
• Removal from the Home Flatpack network.

The action taken will depend on the seriousness, evidence and circumstances of the matter.

11. Root Cause Review

Resolving the customer’s immediate problem is only the first part of our process.

Where appropriate, we will also consider why the problem occurred.

This may include asking:

• Was the required process followed?
• Was the booking information complete?
• Was the customer guidance clear?
• Did the installer follow the required standard?
• Was sufficient evidence collected?
• Was there a training gap?
• Did communication fail?
• Was an existing process ineffective?
• Could an additional control reasonably have prevented the issue?

This forms part of our QMS review.

12. Corrective and Preventive Action

Where a complaint identifies a weakness, Home Flatpack may take corrective or preventive action.

This may include:

• Updating installer training.
• Changing a checklist.
• Amending booking questions.
• Improving customer guidance.
• Changing evidence requirements.
• Improving retailer instructions.
• Revising internal processes.
• Increasing monitoring.
• Introducing an additional quality check.

The purpose is to reduce the likelihood of an avoidable issue recurring.

13. Recurring Issues and Trends

Complaints may also be reviewed collectively.

Several apparently separate complaints may reveal a common issue involving:

• A particular product.
• A manufacturer.
• A retailer process.
• An installer.
• A booking procedure.
• A type of installation.
• A recurring communication problem.

Where a pattern is identified, a wider quality review may be undertaken.

This allows Home Flatpack to address the underlying issue rather than repeatedly dealing with the same symptom.

14. Complaints Involving Retailer-Referred Customers

Some customers are referred to Home Flatpack by retailers, manufacturers or other third parties.

Where this happens, resolving a complaint may require communication between Home Flatpack and the referring organisation.

We will aim to establish clearly whether the issue relates to:

• The product.
• Delivery.
• Installation.
• Booking information.
• Another aspect of the service.

The contractual position relating to retailer and third-party referrals is set out in our Customer Terms & Conditions.

15. Communication and Behaviour

We understand that customers may be frustrated when something has gone wrong.

Our focus will remain on understanding the problem and reaching a fair resolution.

We expect communication between customers, our team and installers to remain respectful.

Abusive, threatening, discriminatory, intimidating or harassing behaviour will not be accepted.

Where necessary, Home Flatpack may require communication to continue through an appropriate written channel.

This will not prevent the underlying complaint from being considered fairly.

16. Complaint Outcomes

Depending on the findings, a complaint may result in:

• An explanation or clarification.
• No further action where the service is found to have been provided correctly.
• Advice regarding a retailer or manufacturer issue.
• A remedial visit.
• Correction or completion of work.
• Internal quality action.
• Installer coaching or retraining.
• Changes to a Home Flatpack process.
• Another appropriate resolution.

Any contractual remedies, charges, exclusions or customer rights are governed by the Customer Terms & Conditions and applicable law.

17. Closing a Complaint

A complaint may be closed once:

• The agreed remedy has been completed.
• The investigation has concluded and the outcome has been communicated.
• No further reasonable action is required.
• Responsibility has been established and the customer has been appropriately directed.
• The customer chooses not to continue with the matter.

Closing the customer-facing complaint does not necessarily end the internal review.

Where appropriate, the matter may remain recorded within the QMS for trend analysis, installer performance monitoring or process improvement.

18. Continuous Improvement

Home Flatpack does not view complaints simply as problems to be closed.

A legitimate complaint provides information about how well our systems are working in practice.

Our aim is therefore to:

Resolve the customer’s immediate issue, identify the underlying cause, take appropriate action and learn from the outcome.

This process of remedy, review and prevention is a core part of the Home Flatpack Quality Management System.

19. Customer Terms & Conditions

This policy explains how Home Flatpack manages complaints and quality issues.

Contractual matters including remedial rights, re-attendance, misuse, property damage, liability, customer responsibilities and statutory rights are set out separately in the Home Flatpack Customer Terms & Conditions.

Nothing in this policy affects a customer’s statutory rights.