At Bayou Bathrooms, we are committed to providing high-quality products and services. However, we understand that sometimes things may go wrong. When they do, we encourage you to let us know so we can put things right quickly and fairly.
1. How to Make a Complaint
You can raise a complaint in any of the following ways:
- In person: Visit our showroom and speak to a member of the team
- By phone: 01327 640058
- By email: contact@bayou-bathrooms.com
- By post: Unit 15 Brindley Close, Drayton Fields Industrial Estate, Daventry NN11 8RP
Please include:
- Your name and contact details
- A description of the issue(s)
- When the problem happened
- Any relevant documentation (e.g. receipts, order numbers, photos)
2. What Happens Next
- We will acknowledge your complaint within 3 working days.
- We aim to resolve most issues within 10 working days.
- If we need more time, we’ll keep you informed and provide updates until resolved.
- It may be necessary to enter into a formal settlement agreement.
3. Investigation and Outcome
Your complaint will be reviewed by a senior member of our team, who will:
- Look into the details of your concern
- Speak to relevant staff or suppliers if needed
- Consider whether a refund, replacement, repair, or apology is appropriate
- Complaints may be escalated up to our Director of Operations if necessary.
You will receive a written response with our findings and any proposed resolution. This may require you to sign an agreement with us.
4. If You're Still Not Satisfied
If you are unhappy with our final response, or if 8 weeks have passed since you first complained, you may be able to refer your complaint to an independent Alternative Dispute Resolution (ADR) service.
We are willing to work with a certified ADR provider. You can contact:
- The Furniture & Home Improvement Ombudsman
Website: www.fhio.org
Tel: 0333 241 3209
5. Your Consumer Rights
This complaints process does not affect your statutory rights under the Consumer Rights Act 2015 or other relevant laws. More information is available at www.gov.uk/consumer-protection-rights.