Customer Complaints Policy
Customer Complaints Policy
1. Purpose
This policy outlines Belgica UK Ltd’s approach to handling customer complaints fairly,
consistently, and in compliance with the FCA’s complaint-handling rules. We are committed
to delivering excellent customer service and view complaints as an opportunity to put things
right and improve our processes. We will investigate and respond to any complaints about our products or services. If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them.
If Black Horse FlexPay or Newpay are responsible for the product or service that you have complained about, then we will forward your complaint to them to investigate and respond. In accordance with FCA rules on complaint forwarding, we will write to you to confirm who will be dealing with your complaint and how you can contact them.
2. Regulatory Context
This policy complies with the FCA Handbook – DISP (Dispute Resolution: Complaints) and
reflects the FCA’s principles of business, particularly:
• Principle 6: A firm must pay due regard to the interests of its customers and treat them
fairly.
• Principle 7: A firm must pay due regard to the information needs of its clients and
communicate information in a way which is clear, fair and not misleading.
3. Definition of a Complaint
Under FCA DISP rules, a complaint is defined as:
"Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a
person about the provision of, or failure to provide, a financial service or a redress
determination, which alleges that the complainant has su-ered (or may su-er) financial loss,
material distress or material inconvenience."
4. Who Can Complain
Complaints may be made by or on behalf of:
• Consumers
• Micro-enterprises (fewer than 10 employees and turnover/balance sheet < €2m)
• Small businesses (under DISP 2.7)
• Charities or trusts with income/assets under FCA thresholds
• Individuals acting as a beneficiary or representative
5. How Complaints Can Be Made
Complaints can be submitted via:
• Email: info@belgicafurniture.com
• Phone: 01506 829447
• Post: Belgica UK Ltd, Grangemouth Road, Boness, EH51 0PU
• In person: Belgica UK Ltd, Grangemouth Road, Boness, EH51 0PU
All complaints will be recorded and handled confidentially.
6. Our Complaints Handling Procedure
a. Acknowledgement
• We will acknowledge the complaint promptly, and within 5 business days of receipt (if
not resolved earlier).
b. Investigation
• The complaint will be investigated by someone not directly involved in the matter, and
with the authority and competence to resolve it.
c. Resolution Timelines
• If resolved within 3 business days of receipt, we will issue a Summary Resolution
Communication confirming the resolution and informing the customer of their right to
refer the matter to the Financial Ombudsman Service (FOS).
• For more complex complaints:
Within 8 weeks, we will send either:
A Final Response Letter explaining the outcome, decision, and rights to
escalate to the FOS, or A letter explaining why the complaint is not yet resolved and advising of
the customer’s right to contact the FOS.
7. Escalation to the Financial Ombudsman Service (FOS)
If the complainant is dissatisfied with our final response or we have not resolved the complaint
within 8 weeks, they may refer the complaint to the Financial Ombudsman Service.
FOS Contact Details:
• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567 or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Exchange Tower, London, E14 9SR
Customers must refer their complaint to the FOS within 6 months of our final response.
8. Record Keeping
• All complaints will be logged in our Complaints Register.
• Records will be retained for a minimum of 5 years.
• We will monitor complaint trends, root causes, and customer outcomes.
9. Training and Responsibilities
• All sta- receive training on how to recognise and escalate complaints.
• Complaints are handled by trained individuals or teams with the authority to resolve
them e-ectively and fairly.
10. Continuous Improvement
We review complaints regularly to:
• Identify root causes
• Improve products, services, and training
• Reduce recurrence of similar complaints
The policy is reviewed annually or more frequently if there are regulatory or procedural changes.
11. Contact for Complaints
Complaints Team – Belgica UK Ltd
Email: info@belgicafurniture.com
Phone: 01506 829447
Post: Belgica UK Ltd, Grangemouth Road, Boness, EH51 0PU
