What you need to know 

As a company continually striving to make improvements, we are committed to providing our internal  and external customers with an exceptional level of service. 

We recognise, however, that on rare occasions, things can and do go wrong. This procedure outlines  how we will deal promptly and fairly with any issues that are raised. 

By capturing valuable customer feedback and monitoring and learning from complaints that are  logged centrally, we hope to prevent any similar reported issues from arising again in the future. 

If you feel that you have received a less than satisfactory service from us, please reach out in one of  the following ways: 

• Call us on 01384 473000 during normal business hours. 
• Email info@emmieragroup.com

All our staff are fully trained and equipped to manage complaints.  

If a staff member is unable to resolve your complaint imminently, they will escalate it to our  Resolutions Team.  

 

What to expect 

Once our Resolutions Team are in receipt of your complaint, they will endeavour to; 

• Call you within one working day. * 
• Send you a follow-up email acknowledging your complaint. ** 
• Undertake an investigation into the complaint. 

 

Within five working days of acknowledging your complaint: * 

• Call or email you again to:
  • Ask for further information, or,
  • Provide you with an update on the investigation into your complaint, and when you can  expect contact again, or,
  • Advise you of our findings and the action we will take to resolve the matter, or,  o Advise you if the complaint has not been upheld, and why.

Within a further ten working days: * 

• Provide you with an appropriate update if the matter remains unresolved, or,
• Advise you of our findings and the action we will take to resolve the matter, or,
• Advise you if the complaint has not been upheld, and why. 

 

These timescales are for guidance only as our aim is always to investigate and resolve any issues that  arise at the soonest opportunity. 

A final response letter will be emailed once our investigation has been concluded.

** Exceptions
As an independent, third-party furniture assessment and repair company, please note that we are  unable to assist with complaints pertaining to any of the following: 

• The retailer. 
• The manufacturer. 
• The insurer. 

Additionally, compensation or goodwill gestures cannot be awarded for appointments that do not take  place as scheduled.

* This may take longer during busy periods. 

** Subject to an email address being provided. Please check your SPAM/junk folders for correspondence.