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Complaints Process

Depending on your circumstances, you will be either a ‘Consumer’ or a ‘Trader’ for the purposes of Our Terms of Business when you have dealings with us. Some parts of Our Terms of Business apply differently depending on whether you are a Consumer or Trader. Our Terms of Business make it clear when there is a difference. Check Out Our Terms And Policies

You will be a ‘Consumer’, if you are an individual acting for purposes that are wholly or mainly outside of your trade, business, craft or profession. For example, if you are a homeowner doing your own ‘DIY’ project for your own home, or you employ a tiler to do work on your own home.

You will be a ‘Trader’ if you are a person acting for purposes relating to your trade, business, craft or profession, whether acting personally or through another person acting in your name or on your behalf. For example, if you are a tiler or a builder doing work on someone else’s home.

Online purchase (Not to include store collection orders placed online). In the first instance you should contact our Customer Support team via email at [email protected]. Or call 0800 783 6262.

We have set out this policy in a layered format so you can click through to the specific stages set out below:
STAGE 1:
In-store purchases (inclusive of online store collection orders) You should in the first instance contact the store where your purchase was made, this information can be found on your sales receipt, or you can locate the store by adding your postcode within the following link: Store finder

  • Online - Order number and the order confirmation email address

  • In-store - Your proof of purchase, in the form of a receipt or bank/credit card statement We will require the following information:

    • In BOTH cases, we will ask you to confirm your preferred contact details including your email address within 2 working days. 

      Please be aware      : We can only proceed if; You are the person who has purchased the goods (i.e. the person with whom the sales contract is made), we are in receipt of your proof of purchase for the goods your issue is related to, you are our customer.   You will be asked for a summary of the issue, to help us identify if this is a product or service-related issue.

      The first line Customer Support or Store Specialist will discuss ways to resolve the issue on an informal basis and where agreed, we will aim to have the matter concluded within 14 days.   If both parties cannot agree a satisfactory resolution at this point:

Complaints Process

The Customer Support Manager or Store Manager will acknowledge that the request for the escalation process can begin. You will receive an email providing details of our complaints process as well as a request for any further information required to proceed. From this point forward, for protection of all parties and in line with compliance, all correspondence will now be required in writing and held for a period of six years regardless of the outcome. Any future contact will be made only, between us and you, or your agreed representative to the email address or postal address provided.

We will ask you to confirm in writing:

  • The product/s related to your issue.
  • The nature of the Issue in full detail.
  • Why you feel we have been unable to resolve the issue in the first stage of the complaints process to help establish your expectations of resolution and to help us improve the way we work in the future.

 Once we have received the response to this email, you will then be assigned your unique case number. We aim to reply within 7 days and will confirm the next stage of the process with you and offer an expected time frame dependant on the complexity of the case.  
Following acceptance of the escalated case, you could, at any point, be contacted by senior management in a formal attempt to reach a satisfactory resolution. Where no resolution can be reached, as part of our further investigation we may also require the following:

  • Samples/images of the product and area affected.

  • Batch/box/product information that we may share with a supplier/third party

  • We may also need to arrange a site visit

Once we have collated all information, we ask that you allow us a reasonable opportunity to fully investigate. We will aim to reply within 21 days, dependant on the complexity of the issue. Where a third party is involved and as most of our suppliers are based overseas, we will advise you of the expected time frame should we believe, it will fall outside of the time given.
Should you feel that we have not covered all aspects of the issue or treated you unfairly during the process, you may request an internal full case review. This will be carried out by the Customer Experience Manager. You should allow up to 21 days from request. Where it is found that the case has been covered and answered, you will receive the response in writing.  

Where it is found that we have got it wrong, our Customer Experience Manager will discuss the next steps with you in writing and advise you of an expected time of resolution, dependant on the circumstances.
Should you still not agree with our findings, and where we feel that we have exhausted all avenues of resolution, we will then refer you to an external independent advice service available to you.  
 
Homepage - The Furniture & Home Improvement Ombudsman (fhio.org)  

FHIO-Furniture & Home Improvement ombudsman  

Telephone: 0333 241 3209  

Email: [email protected]  

Registered and Postal Address:  

Premier House,  

First Floor, 1-5 Argyle Way,  

Stevenage,

SG1 2AD
Where it is deemed necessary, as part of our complaints process, we may need to carry out a site visit. This will involve Topps Tiles representative. Where necessary, a further visit may be required from an associated product supplier. Here is an outline of what you should expect from the visit.  

It is important to be aware that the aim of this visit, is to gather all the information and evidence, that is required to further investigate your reported issue. No decisions will be made during this visit. The customer will need to be present during the visit and may be accompanied by the installer if they are unsure of details relating to the installation. To knowingly withhold or mislead the investigation in any way, could delay or prevent any amicable route to resolution.  

Where applicable, we may be required to:  

  • Gain information on your installation. To include details of preparation and suitability of area.

  • Take samples away from the site.

  • Take images or videos.

  • Carry out basic testing- e.g. grout scratch test, patch test cleaning, deflection test, etc.

  • Take supporting statements.

Following a site visit, you will be given an expected time frame for the investigation to be carried out. Once complete, all findings will be given in writing, and you will be advised of the next steps, where required and dependant on the findings.    
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