Complaints Policy

At Jumeirah Interiors Ltd, we pride ourselves on the level of Customer Service that we offer to all of our customers and would be very surprised if a complaint needed to be made. If we do receive one, however, we take all complaints seriously and ensure they are dealt with effectively and in a timely manner.

HOW TO MAKE A COMPLAINT

Should you need to make a complaint, you can do so by contacting us via the following methods:

Email – services.jumeirahltd@gmail.com

All we ask for is your order number and details of what the complaint relates to, along with any supporting images where applicable. Our friendly Customer Service Team are always on hand to guide you every step of the way.

WHAT HAPPENS NEXT?

Your complaint will be reviewed by a member of the Customer Service Team, who may ask for further details to assist as best as possible and will provide you with a fair, accurate and reasonable solution.

The complaint will be handled within 5 working days. If this timeframe cannot be met, we will contact you to provide an updated timeline.

If the complaint cannot be resolved at Agent level, it will be escalated to the Customer Service Manager, who will review the matter and contact you to discuss the next steps. Further details may be required at this stage to support resolution.

The Customer Service Manager is the final level of escalation within Jumeirah Interiors Ltd.

If you are still not satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution through an independent dispute resolution service.

IF YOUR COMPLAINT IS ABOUT YOUR FINANCE AGREEMENT

If your complaint relates to finance linked to your purchase, you can still notify us. However, we will forward this to your credit provider, who will acknowledge your complaint and investigate thoroughly, issuing a response within 8 weeks.