Customer Service Policy
The Leekes Retail Group has been in business for over 125 years and is still very much a family company. Our aim has always been to give value for money and excellent customer service but we do recognise that occasionally things do go wrong.
We take all the feedback we receive seriously and aim to resolve our customer’s concerns promptly. To ensure that we provide the kind of service you should expect from us, we welcome your comments.
If you are dissatisfied with your product or any aspect of the service you have received, please contact your local Store Management team, Sales Consultant or Installation Manager (Conservatory, Windows & Door, Kitchen & Bathroom orders only) who will aim to resolve your query quickly and efficiently. As we like to deal with any customer concerns as promptly as possible, in store complaints are best addressed when in store - that way we can assist with any immediate concerns and feedback you may have.
Contact details: via Leekes Central Switchboard on 0333 2224140
Failing that, you can write or email the details of your concerns, along with the sales order number where applicable, so that we can review the circumstances of your issue. We aim to achieve the following:
- To acknowledge your written communication within 5 working days.
- To resolve issues, following assessment and investigation as quickly as possible.
- To contact you with a full response from a named Leekes contact, together with their direct contact details.
Most of our customer’s queries can be resolved quickly but occasionally more investigation is needed, particularly if your issue is complex in nature. If we are unable to resolve your concerns quickly, we will keep you updated at regular intervals. If you wish, you can contact our Customer Service Team directly by writing to:
Leekes Customer Service Team
Leekes Limited Head Office
Mwyndy Business Park
Rhondda Cynon Taff
Our aim is to resolve your issue directly and we always welcome the opportunity to discuss any problem you are experiencing and make every possible effort to reach an agreement. However, if you remain dissatisfied with our final decision you may be able, dependent on the nature of your concern, to refer the matter to the following organisation:
The Furniture Ombudsman
To provide our customers with peace of mind and to demonstrate our commitment to responsible retailing, Leekes is a registered full member of The Furniture Ombudsman/Dispute Resolution Ombudsman. The Furniture Ombudsman/Dispute Resolution Ombudsman is an independent not-for-profit organisation that raises standards and is approved by the government to provide alternative dispute resolution services.
We follow their Code of Practice which provides our customers with additional protection if things go wrong. To find out more about The Furniture Ombudsman/Dispute Resolution Ombudsman and how to use their service, visit:
The Glazing Arbitration Scheme
If we are unable to resolve a complaint that is related to our conservatory, windows & door departments can take your complaint to IDRS. This is an independent organisation, which specialises in providing Alternative Dispute Resolution services for consumers and retailers. As members of the organisation, we are bound by their code of practice and they can be contacted via:
Trading Standards Institute
This is a free, independent government-backed service that provides advice and assistance in resolving disputes between businesses and consumers. We work closely with our local Trading Standards Offices to ensure that we are responding quickly and appropriately to any concerns raised by our customers. They advise that you contact the Citizens Advice Consumer Service for initial advice via: