We hope that you are delighted with any purchase you have made or service you have received from Quatropi Limited and that you will never have reason to complain. If there is something you're not happy with, we would like you to tell the right people about it so that we can put matters right.
Product complaint handling and dispute resolution process
Contact us straight away. In the first instance, our Customer Service Team is here to help, their aim is to provide the quickest possible solution for you. Once we receive your complaint, you will be contacted within 5 working days to discuss the best way forward.
If you are making us aware of a product-related issue after it has arrived in your home, our Customer Service team are the quickest route to getting it put right. Here, we will ask you to help you to capture essential information and photographs to show us what needs to be done.
Unit 8 Whitacre Raod
Whitacre Raod Industrial Estate
Escalating the complaint
If you are still not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response that they have made.
If you wish for your complaint to receive further review, please email email@example.com or in writing at the address above. If you are unhappy with our decision, and wish to take your complaint further, you can contact Consumer Dispute Resolution Limited (CDRL). This is a free, independent service for resolving disputes.
You can refer your complaint to CDRL at any time, but they will need our consent to investigate complaints where:
- We have not had the chance to put things right
- We have not exceeded the relevant timescale
Office Hours Monday to Friday: 9am – 5.30pm
12-14 Walker Avenue
Stratford Office Village
If your complaint pertains to your finance agreement, it will be passed to our relationship manager at Novuna for resolution.
For escalations or follow-ups on any complaints regarding finance, Novuna’s complaint procedure can be found here.