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Complaints Policy

Baystone Interiors are committed to providing products & services of the highest standard.  The installation of a new kitchen, bedroom, bathroom and associated building works are major renovations.  Despite out best efforts, sometimes things can go wrong.  If you have a concern or are dissatisfied in any way, then we will do our best to help resolve the situation in a fair & transparent manner.  Baystone Interiors will investigate all complaints competently, diligently and impartially, obtaining additional information when necessary.  Your complaint will be assessed fairly, considering all the relevant factors and in according with guidance issued by the government approved organisation, The Furniture & Home Improvement Ombudsman.

In the first instance, please contact Baystone Interiors:

By email:

By telephone: 0800 644 6383

To help us investigate your complaint, we will need the following information:

  • Your name, address and order number

  • Details of how we should contact you and anyone else who can speak on your behalf

  • A clear description of your complaint

  • Details of what you would like us to do to resolve your complaint

  • Copies of relevant supporting documentation


Our commitment to you:

  • We will thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us

  • We may not always provide the answer you are looking for but we will make sure that we offer a clear explanation for our decision


If you remain dissatisfied with our decision, you can refer the decision to the government approved organisation, The Furniture & Home Improvement Ombudsman, who will review your case and may request further information from you or from us.  Any decision they make will be biding upon us.

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