Home Bargains is committed to delivering high-quality service while aiming to ensure transparency and accountability to earn your trust and respect. We can enhance our service by carefully listening to our customers and addressing their feedback, while striving to resolve any unsatisfactory experiences.
Therefore, we aim to ensure that:
- we welcome complaints, feedback and suggestions;
- making a complaint as easy as possible;
- we deal with it promptly, politely and, when appropriate, confidentially;
- we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken where appropriate etc;
- we learn from complaints, use them to improve our service
- resolve informal concerns quickly, and;
- strive to make your complaint valuable This policy ensures that we welcome feedback and provide guidelines for dealing with complaints from members of the public about our services, products or any of our premises
We are always glad to hear from people who are satisfied with the services we offer. All feedback is recorded, acknowledged, and sent to the relevant person(s).
Home Bargains’ responsibility will be to:
- acknowledge the feedback in writing;
- respond within a reasonable period of time (usually within 5 working days, but in some instances, this may take longer);
- address the feedback thoughtfully and with attention
- bring to a satisfactory resolution, and;
- take action where appropriate
A complainant's responsibility is to:
- raise concerns promptly and directly by bringing their feedback, in writing, to the attention of Home Bargains by -
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- completing the online webform which can be found by clicking here
- emailing support@homebargains.co.uk
- sending a letter to our head office address –
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- Home Bargains Customer Support
TJ Morris Limited
Portal Way
Liverpool
L11 0JA
- Home Bargains Customer Support
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- explain the problem as clearly and as fully as possible, including any action taken to date;
- allow Home Bargains a reasonable time to deal with the matter, and;
- acknowledge that certain situations might be beyond the control of Home Bargains
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Complaints Procedure
We’re sorry to hear that you aren’t happy with your experience. No matter what your complaint is about, the quickest way to get in touch with us is to let us know via our webform (by clicking here) and a member of our customer support team will aim to get back to you within 5 working days. Alternatively, you can contact us by using one of the methods highlighted above.
In most cases, we will look to bring your complaint to a satisfactory resolution within a maximum of 14 days. However, there may be some instances where this may take longer.
After you reach out, a member of the customer support team will assess the seriousness of your complaint and forward it to the appropriate individual or team for a comprehensive investigation to take place. Upon completion of this process, all required actions will be undertaken to enhance our future performance, and our support team will strive to resolve the complaint to the satisfaction of the complainant.
We consistently aim to address complaints promptly, but if you are dissatisfied with the resolution provided by our customer support team, please reach out to escalations@tjmorris.co.uk to have your complaint escalated internally.
If you are not happy with the way we have handled your complaint after the internal escalation, you can take the matter to Alternative Dispute Resolution (ADR). Although we do not participate in an ADR scheme, one such scheme is provided by Consumer Arbitration. More details can be found by visiting https://consumerarbitration.co.uk/
More information on ADR can be found on the Trading Standards website - https://www.tradingstandards.uk/consumer-help/