Complaints Handling Procedure (CHP) - King Living (UK, only)

Introduction

This Complaints Handling Procedure (CHP) is applicable to complaints which are received from customers of King Furniture UK Limited (King Living). This document describes processes to ensure that all complaints from customers of King Furniture UK Limited (King Living) are handled by our Customer Service (CS) department in a consistent, transparent, and timely manner, with a focus on achieving customer satisfaction.

Our goal is to resolve complaints effectively at the first point of contact whenever possible, while providing clear pathways for escalation when needed.

1. Complaints handling procedures

The first step of the complaints procedure, whether informal or formal, is to log the complaint on the system/complaints register within 24 hours of its receipt. This system/register should be kept up-to-date as the complaint progresses through either the informal or formal complaints handling process.

On receiving a complaint, it is important to distinguish between a complaint which could be resolved within three business days and those which will take longer to resolve. If it is thought the complaint will not be resolved within three business days, then the formal complaints procedure should be used immediately.

1.1 Informal complaints handling procedure (complaints which can be resolved within three business days)

If it is believed that the complaint can be resolved within three business days, then a more informal process can be followed. However, it is still a requirement that the complaint be fully investigated.

When the complaint has been investigated and the customer has accepted the issue has been resolved, a summary resolution communication must be sent to the customer. This must be sent without delay on the firms’ headed paper. The Communication should:

• Refer to the fact that the customer made a complaint and the matter is now considered to be closed;
• Inform the customer that if they are dissatisfied with our response, they can refer the complaint to the Financial Ombudsman Service (FOS);
• Tell the customer they have 6 months from the date of the summary resolution communication to refer the complaint to FOS
• Provide the website address of FOS (http://www.fos.org.uk/);
• Advise the customer that further information is available on the FOS website; and
• Include a FOS leaflet.

For these purposes, a complaint is considered to be resolved when a customer indicates their acceptance of the response. This response does not have to be in writing, although, for the purposes of maintaining a record, a written response would be preferred.

If the complaint cannot be resolved within the three-day period, then the formal complaints procedure should be implemented.

1.2 Formal complaints handling procedure (complaints which cannot be resolved at the close of three business days)

If, on receiving a complaint, it is known that a complaint cannot be resolved to the customer’s satisfaction within three business days, the formal complaints handling procedure should be undertaken immediately. A final response letter should be completed within eight weeks, beginning on the date the complaint was received, after which the customer can refer their complaint to FOS. If the final response cannot be provided and the customer is informed of this, then the investigation may extend beyond this period, but this does not affect the customer’s right to go to FOS.

On receiving a complaint

After logging the complaint in the system within 24 hours of receipt, the customer must be sent an initial response letter on the firm’s headed paper, within two days of receiving the complaint along with a copy of the Complaints Information for our Customers document.

Where a complaint is initially dealt with informally, as soon as it becomes apparent that the issue will not be resolved within 3 business days, the formal complaints procedure must be implemented.

After four weeks

Throughout the investigation of the complaint the customer must be kept informed of its progress. If the complaint has not been resolved within four weeks, the customer should be sent a holding letter on the firm’s headed paper, which explains the delay and gives an indication of when the matter is expected to be resolved, although, this can be no longer than eight weeks after the complaint was received.

After eight weeks

Within eight weeks of receiving the complaint the customer must be sent either:

1) A final response letter stating:

• The complaint has been accepted and, where appropriate, redress or remedial action is offered; or
• The complaint has not been accepted but redress or remedial action is being offered; or
• The complaint has been rejected and the reasons for doing so.

2) A letter which explains that a final response cannot be provided at this time, the reasons why it cannot be and when one could be expected. 

Both letters will be sent on headed paper.

Furthermore, for eligible complainants, any response provided at the end of the eight-week period must:

• Inform the customer that, if they are dissatisfied with the response, they have the right to refer the complaint to the Financial Ombudsman Service, free of charge – but must do so within six months of the date of the letter;
• Include a copy of the FOS leaflet; and
• Include the website address for FOS (http://financial-ombudsman.org.uk/)

Where the customer submitted the complaint via email and all subsequent communication has been by email, rather than posting a FOS leaflet, the online version can be emailed. This version can be found at: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm. However, in these circumstances, the complaint must also be made aware that a hard-copy of the leaflet can be posted to them at their request.

The FOS leaflet, both the printed and online version, must be the original versions provided by FOS. Scans and photocopies are not permitted.

Closing a complaint

A complaint will be considered to be closed when:

• A final response letter has been sent; or
• The customer indicates, in writing, that they accept the offer or response; or
• The customer does not respond to the final response four weeks from the date it was sent.

1.3 Complaints against third parties

Where the complaint relates wholly to a third party, the complaint will immediately be passed on to the relevant third party and the customer will be notified promptly of this. 

Where responsibility for the complaint partially belongs to a third party, the third party will be notified of the complaint and the procedure detailed in this document shall be followed.

2. Investigation

Any investigation must be conducted in an impartial manner and, where possible, by someone who is not connected with the subject of the complaint. In most instances this should be the Complaints Officer. The investigative process will include a review of all pertinent documents and testimony of the staff involved. Additional information should be obtained where necessary.

The following should be considered within the course of the investigation:

• All the evidence and particular circumstances of the complaint;
• Similarities with any other complaints received;
• Any relevant guidance; and
• Any decisions by the Financial Ombudsman Service regarding similar complaints.

3. Redress

Where appropriate, the customer shall be offered fair and reasonable compensation which will be paid in a timely manner. What is fair and reasonable will vary from case to case and will be determined by the evidence and customer testimony. However, fair and reasonable redress could mean putting the customer back in the position they would have been in had the failing not occurred.

4. Transparency

• Customers will be informed about the progress and status of their complaint. This includes acknowledgment of receipt, updates on progress, and final resolution.

5. Staff Training

• CS staff will receive training on effective complaint handling. This training includes techniques for active listening, empathy, and appropriate escalation.

6. Record keeping

On receiving a complaint, the customer’s details and the following information should be recorded on the system:

• The name of the Complaints Officer;
• The complaints code; and
  The details of the complaint.

This will be reviewed and updated periodically, with:

• If the complaint is an informal complaint, the date the summary resolution communication was sent to the customer.
• If the complaint is a formal complaint, the date the initial response letter was sent to the customer;
• The date the holding letter was sent;
• The date the final response letter was sent to the customer and the outcome;
• Whether the complaint was reported to FOS and, if so, the outcome;
• The amount of redress offered; and
• The date the complaint was considered closed.

All correspondence with the customer shall be placed on the customer’s file. This will ensure, should the complaint be escalated to FOS, all information regarding the complaint will be readily available. If the customer made a verbal complaint, the customer should be asked if they are willing to allow the person receiving the complaint to put it into writing based upon this communication. If the customer approves and a written description of the complaint is made, the customer must be sent a copy of this.

These records will be retained for a minimum of six years.

7. Reporting

All eligible complaints, regardless of whether or not they were resolved within the informal three-day period, will be logged in the System to allow accurate reports to be submitted annually to the UK’s Financial Conduct Authority (FCA) via their Regdata system.

8. Analysis

A root cause analysis will be conducted on every complaint and this will be recorded along with any action taken. The Complaints Officer will liaise with the Managing Director for any changes which need to be made to the procedures or staff training.

We will also be periodically audited by our external compliance support, PPL, who will review the complaints handling Procedure and suggest improvements to staff knowledge and the complaint procedure.

9. Accountability

• Specific staff members or teams will be responsible for handling complaints at each tier of the Procedure.
• The Complaints Officer has principal responsibility for investigating complaints and determining the amount of redress, if any, which should be offered to the customer.
• If a complaint is received and the goods were purchased using finance facilities, then wherever possible, that complaint should be directed to the Complaints Officer as soon as is practicably possible.
• If the Complaints Officer is unavailable, then complaints should be directed to a designated deputy or the supervisor of the Complaints Officer.

10. Customer-Centric Approach

• Our approach to complaint handling is customer-focused. We view complaints ascopportunities to improve our service. Whenever possible, we will offer resolutions that prioritise customer satisfaction, such as compensation or alternative solutions.

11. Follow-Up and Feedback

• Feedback on the Complaint Handling Procedure will be actively sought from customers to identify any areas for further improvement.

12. Continuous Improvement

• We are committed to continuous improvement in our Complaint Handling Procedure. Regular reviews of our policies and procedures will be conducted to ensure they remain effective and aligned with best practices.

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