sales@tvbed.co.uk
Use “Complaint” in the subject line.
Complaints
We’re here to put things right
Complaints
If something has gone wrong, please tell us. We will listen, investigate fairly and work with you to reach an appropriate resolution.
- Your concern will be taken seriously
- We will investigate fairly
- We will keep you informed
How to make a complaint
You can complain by email, telephone or post. Using email is normally the quickest option and gives both you and us a written record.
Telephone
01942 718471
Monday–Friday, 10am–5pm.
Post
Complaints Team, TV Bed
18 Winchester Road
Haydock, WA11 9XQ
You do not need to use formal or legal language
Simply explain what happened, how it affected you and what you believe would put matters right.
Information that will help us
- Your full name and preferred contact details
- Your TVB order number, if applicable
- Your delivery address or postcode
- A clear description of what happened
- Relevant dates and people you spoke with
- The outcome you would like us to consider
- Photographs, video or documents where relevant
- Any accessibility or communication support needed
What happens next?
We record it
We identify the concern as a complaint and record the relevant details.
We acknowledge it
We will acknowledge your complaint promptly and explain the next step.
We investigate
We review the order, correspondence and information from the teams or providers involved.
We respond
We explain our findings, decision and any action or remedy we propose.
Frequently asked questions
How quickly will you respond?
We will acknowledge your complaint promptly and aim to resolve it as soon as reasonably possible. Some concerns can be settled immediately, while others require information from a delivery company, installer, manufacturer, finance provider or another third party.
We will keep you informed if the investigation takes longer than expected.
What are the timescales for a finance complaint?
If your complaint concerns a regulated financial service provided or arranged by TV Bed, the applicable Financial Conduct Authority complaint-handling rules will apply.
Where a regulated complaint is resolved within three business days, we will send the required written confirmation. Otherwise, we will acknowledge it promptly, keep you informed and normally issue a final response within eight weeks.
Certain complaints involving payment services or electronic money can have shorter regulatory timescales. If those rules apply, we will explain the relevant deadline in our acknowledgement.
What will the final response contain?
Our response will explain what we investigated, our findings and whether the complaint is upheld. Where appropriate, it will explain any corrective action, remedy or redress.
For an eligible regulated complaint, the final response will also explain whether you can refer the matter to the Financial Ombudsman Service and the applicable time limit.
What if my complaint involves a delivery or installation company?
Please complain to TV Bed in the first instance where the delivery or installation formed part of your order with us. We may ask the service provider for photographs, reports or other information, but we will remain your point of contact while we investigate the service supplied through us.
What if my complaint concerns Klarna, Clearpay or Zopa?
Contact TV Bed if the complaint concerns how we introduced or handled the finance, your order, delivery, return or whether we submitted a refund.
Contact the finance provider directly if the complaint concerns its application decision, credit agreement, account, payment schedule, charges or how it administered a refund. If your concern involves both organisations, tell us and we will explain which parts we can investigate.
Can someone complain for me?
Yes. A family member, friend or representative can help you. To protect your information, we may need your permission before discussing the complaint with them.
What support is available if I am vulnerable or need an adjustment?
Please tell us if illness, disability, financial difficulty, bereavement or another circumstance affects how you can communicate with us or how urgently you need help.
We will consider reasonable adjustments such as communicating through a representative, allowing additional time, using a preferred communication method or providing information in a more accessible format.
How will you use my information?
We use the information you provide to investigate, respond to and record your complaint. We may share relevant information with a delivery company, installer, manufacturer, insurer or finance provider where necessary to investigate or resolve the matter.
Personal information is handled in accordance with our Privacy Policy.
Finance complaints and the Financial Ombudsman
The Financial Ombudsman Service considers eligible complaints about regulated financial businesses. It does not necessarily cover every product, retail or contractual complaint.
Complain to us first
Give TV Bed the opportunity to investigate a complaint about our regulated credit-broking activity. We will tell you whether Financial Ombudsman referral rights apply in our response.
Nestco Ltd FCA reference: 672233
If you remain dissatisfied
For an eligible complaint, you can normally contact the Financial Ombudsman after receiving our final response or if the applicable response deadline has passed.
A referral will usually need to be made within six months of the date of the final response. Different time limits can apply, so follow the information provided in the response.
Financial Ombudsman guidanceAbout us: TV Bed is operated by Nestco Ltd, company number 05820521, registered at 18 Winchester Road, Haydock Industrial Estate, Haydock, St Helens, WA11 9XQ. Nestco Ltd is authorised and regulated by the Financial Conduct Authority for credit-broking activities, Firm Reference Number 672233.
