Where you have financed your order by entering into a credit agreement with us and your complaint concerns that credit agreement:

1. We will acknowledge your complaint within 5 working days of receipt of your complaint.
2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
4. Where your complaint concerns a financial agreement, and it is more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

or visit their website at: http://www.financial-ombudsman.org.uk/consumer/complaints.htm

You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response.