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FAQs
CONTACT US
MY ACCOUNT

How can we help you? Please select from the choice below

There is a problem with one of my items

If you think an item has a fault, or you have received a damaged item, we will need to see pictures of the problem in order to give the best solution.

Please log into your account and choose 'View your orders', where you will be able to select your order and report the problem. Alternatively, please complete the contact form below.

We will contact you within 72 hours of receiving your request, excluding Sundays.
Forgotten your password?
OR

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There has been an error finding your order, please fill in and submit the form again.

By clicking ‘submit’ you acknowledge our Privacy Policy located here.

Loading Ordered Products

If you have received your delivery, and there is something missing from your order, please call our Customer Services Team on 0333 400 2254 option 2, followed by option 2 again, 9am-6pm Monday to Friday.

As your delivery is due to take place within the next 48 hours (72 hours in Northern Ireland), please call us on 0333 400 2254 to make sure we can help you before your items arrive. Please note, it is not always possible to make changes to deliveries within 48 hours (72 hours in Northern Ireland) and fees may be applicable.
There has been an error finding your order, please fill in and submit the form again.

Please fill out the below form and one of our team will get back to you as soon as possible. Please be advised that due to the challenges driven by COVID-19, it may take up to 14 days to contact you, but please be assured that we will get in touch. If it is urgent, please call us on 0333 400 2254 Mon-Sat 9am -6pm

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If you would like to make changes to your order, or you have any queries about your order pre-delivery, please call our Customer Services Team on 0333 400 2254 option 2, then option 3, 9am-6pm Monday to Friday.

If you would like to make changes to your order, or you have any queries about your order pre-delivery, please call our Customer Services Team on 0333 400 2254 option 2, then option 3, 9am-6pm Monday to Friday.

If you have any questions when placing an order online, please call us on 0333 400 2254 option 1, 9am-6pm 7 days a week, where a member of our Sales Team will be able to help you.

Financial Complaints Procedure

How to make a complaint

At Oak Furnitureland, we are committed to providing a high standard of service. If you are unhappy with any aspect of our products or services, please let us know so we can put things right.

What is a complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about our products, services, or the way we have handled something, including where you believe you have experienced financial loss, inconvenience or distress.

You can raise a complaint with us at any time using the contact details below.

How to contact us

You can contact us using any of the following methods:

General complaints

Telephone: 0333 400 2254 (Monday to Friday, 9am to 6pm)
Post:
Customer Service Team
Oak Furnitureland Group Limited
Head Office
Unit DC2, Viscount Way
Swindon, Wiltshire
SN3 4TN

Finance-related complaints

(For complaints relating to credit products or finance agreements)

Email: customerfinance@ofl.co.uk
Telephone: 0800 440 2279 (Monday to Friday, 9am to 6pm)
Post:
Customer Finance
Oak Furnitureland Group Limited
Head Office
Unit DC2, Viscount Way
Swindon, Wiltshire
SN3 4TN

Contact Us Form

Finance Complaint Form

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By clicking ‘submit’ you acknowledge our Privacy Policy located here.

Our role as a credit broker

Oak Furnitureland acts as a credit broker, not a lender, and introduces customers to third-party finance providers.

If your complaint relates to a finance provider or a finance agreement, we may need to involve or refer your complaint to the relevant provider. Where this happens, we will inform you and ensure your complaint is handled appropriately.

What happens next?

Acknowledgement

We will acknowledge your complaint promptly, unless we are able to resolve it within three working days.

Quick resolution (within 3 working days)

If your complaint can be resolved within three working days, we will:

  • Confirm the outcome to you
  • Explain the actions taken to resolve your complaint
  • Inform you of your right to refer the matter to the Financial Ombudsman Service if you are not satisfied

Investigation

Where your complaint requires further investigation, we will:

  • Carry out a fair, impartial and thorough review
  • Consider all relevant information
  • Keep you informed of progress

Final response (within 8 weeks)

We will send you a final response within eight weeks of receiving your complaint. This will:

  • Clearly explain our decision
  • Set out any actions or compensation where appropriate
  • Provide details of your right to refer your complaint to the Financial Ombudsman Service

If we are unable to issue a final response within eight weeks, we will explain the reasons for the delay and indicate when we expect to respond.

If you are not satisfied

If you are dissatisfied with our final response, or if eight weeks have passed since you made your complaint, you may refer your complaint to the Financial Ombudsman Service.

You must refer your complaint within six months of the date of our final response.

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service (FOS) is a free, independent organisation that helps resolve disputes between customers and financial services firms.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
General Website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
FOS Consumer Leaflet: https://www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet

Additional support

If you need additional help in making your complaint, please let us know. We are committed to supporting all customers and will make reasonable adjustments where required.

Our commitment to you

We will:

  • Treat your complaint fairly and impartially
  • Deal with your complaint promptly
  • Keep you informed at each stage
  • Use feedback to improve our services

Your legal rights

Following this procedure does not affect your right to take legal action.

If you have any queries about your order after delivery, please call our Customer Services Team on 0333 400 2254 option 2, followed by option 2 again, 9am-6pm Monday to Friday.

Make a general complaint

We hope that you're delighted with any purchase you've made and the service you've received from Oak Furnitureland. In the unlikely event that there is something that you're not happy with, our Customer Service team is on hand to help.

  • If you have experienced an issue with one of our products, or a delivery, please go to the relevant “item query” section above. Please note that you may be asked for images if you have received items that have not met your expectations for any reason.
  • If you need to change something on your order before it’s been delivered, please go to “My items haven't been delivered yet” and select the relevant option.
  • If you are having issues with our website, please go to “I haven’t made a purchase yet” and select the relevant option.

If you have a general complaint the quickest way to help you is to contact us by phone:

0333 400 2254
Select option two for Customer Services
Open 9am-6pm
Monday - Friday

You can also contact us by post, or use our online form below:

Customer Service Team
Oak Furnitureland
Unit DC2, Viscount Way,
South Marston Ind Estate,
Swindon,
Wiltshire
SN3 4TN

Once we receive your complaint, you will be contacted within 2 working days to discuss the best way forward.

If you wish for your complaint to receive further review once you have spoken to our Customer Service team, you can raise this with the person handling your complaint, who will escalate it to a team manager, or our Customer Relations team as appropriate.

General Complaints Form
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By clicking ‘submit’ you acknowledge our Privacy Policy located here.