Our Commitment
At Furniture London Ltd, we take complaints seriously and aim to resolve them quickly and fairly. Whether your concern relates to a product or a finance agreement, we’re here to help.
How to Make a Complaint
You may contact us using any method you prefer:
- Phone: 02088003579
- Email: info@royalfurnitureuk.com
- Address: Unit 7, 10 Manor Road, London N16 5SA
Please include your name, contact details, and a clear description of your issue.
If Your Complaint Relates to Finance
If your complaint relates to the finance linked to your purchase, please contact our FCA Principal, First Call Group Limited:
- Phone: 0191 249 8188
- Email: complaints@fcgltd.co.uk
- Online Form: Register an Issue
If you have an issue with a product purchased via finance and Furniture London Ltd has been unable to resolve it, please contact First Call Group Limited using the details above.
What Happens Next
- We aim to acknowledge your complaint within 5 working days.
- We will investigate and provide a final response within 8 weeks.
- If your complaint involves our finance partner, they will follow their own investigation and response timeline.
- First Call Group has up to 8 weeks to issue a final response, though they may do so sooner.
- If you are not satisfied with their response, you may refer the matter to the Financial Ombudsman Service.
Escalation to the Financial Ombudsman Service
You must contact the Financial Ombudsman Service within six months of the date of First Call Group Limited’s final response. You can reach them via:
