Customer Service Policy

Leekes Retail has been in business for over 115 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.

Making contact

If you are dissatisfied with your product or any aspect of the service you have received, please make contact with your local Store Management team, Sales Consultant or Installation Manager (Conservatory, Windows and Door orders only) who will aim to resolve your query quickly and efficiently.

Contact details: via Leekes Central Switchboard on 0333 222 4120

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:

customercare@leekes.co.uk.

Or:

Leekes Customer Service Team
Leekes Limited Head Office
Mwyndy Business Park
Pontyclun
Rhondda-Cynon-Taff
Wales
CF72 8PN

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 one of the following organisations:

Retail Ombudsman

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:

Website: www.theretailombudsman.org.uk
Email: enquiries@theretailombudsman.org.uk
Tel: 0203 540 8063

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 which 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:

Website: http://www.thefurnitureombudsman.org/how-to-complain/dispute-with-a-full-tfo-member
Tel: 0845 653 2064
The Online Dispute Resolution for Consumer Disputes Platform can be accessed by following the link: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

The Glazing Arbitration Scheme

If we are unable to resolve a complaint that is related to our conservatory, windows and 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:

Website: http://www.cedr.com/idrs/homes-and-housing/ggf/introduction/
Email: info@idrs.ltd.uk
Tel: 020 7520 3800

Trading Standards Institute

This is a free, independent government backed service which 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:

Website: http://www.tradingstandards.uk/
Tel: Citizens Advice consumer helpline on 03454 04 05 06

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