Complaints Procedure

We strive to provide the best service to you. All complaints will be responded to within 5 working days (excluding Bank Holidays and Weekends).

Our complaints handling policy is published and easily accessible from our homepage. You can find it on the Contact Us, Complaints, or Help pages.

How to Lodge a Complaint

For Store Enquiries

If you have a complaint about a store or the customer service you received in-store, please raise the complaint during your visit by speaking to a manager who can address it appropriately. Any member of store staff will be happy to call the relevant manager for you. Your local store details can be found in the Store Locator section of our website. If your complaint directly refers to a store manager the complaint can be made directly to our head office via our email address contact@tjhughes.co.uk.

For Web Enquiries

If your complaint is about a product, our website, or anything else related to your online purchase, there are two ways to get in touch with us:

  • Email us: contact@tjhughes.co.uk
  • Contact Form: Use this contact form to get in touch with us. Simply complete the form, and we will get back to you as soon as we can.
  • Via phone: 0151 482 5800

Head Office
Our head office address should you want to write to us is:
TJ Hughes, Building 2000 Vortex Court, Enterprise Way, Liverpool, England, L13 1FB

Complaint Handling Process

We are committed to handling complaints quickly and making our best efforts to find a satisfactory solution.

  1. Acknowledgement: We will acknowledge your complaint within 48 hours (this may be an auto-reply).
  2. Resolution: We aim to seek resolution within 14 working days.
  3. Urgent Complaints: We will expedite the resolution of urgent complaints.

Further Steps if Dissatisfied

If you remain dissatisfied with our initial response:

  • You can request that your complaint be reconsidered internally. Ideally, an alternative email address and/or phone number will be provided for this purpose.
  • If the internal appeal fails to resolve the complaint, we will provide the name of the ADR (Alternative Dispute Resolution) scheme relevant to our sector and indicate whether we submit to it.

We comply with legal requirements to handle complaints in the shortest possible time, depending on the complexity of the issue and the product type. Our policy is designed to meet the expectations of the average reasonable customer and market practice.

Credit Payment Additional Rights

When you pay for goods costing £100+ on credit you have additional rights to make a like claim against the credit provider. For goods above £30,000, you must first take reasonable steps to ask us, as the provider of goods or services, to settle the claim.

If you’ve complained to us and the complaint remains unresolved after 8 weeks or we send a “deadlock” letter, you may contact the Financial Ombudsman Service. They’re free and will take an independent and unbiased approach to your case.  You may refer your complaint to the Ombudsman within six months of the date of our final response letter (after that you lose this referral right.)

You can contact the Ombudsman:

online

Phone: 0300 1239 123 (standard call charges apply)

Email: complaint.info@financial-ombudsman.org.uk

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Last Updated – 30/09/2024