Complaints Policy

Policy statement

This Policy is intended to ensure that our complaints procedure is effectively implemented, and that customers feel confident that their complaints and concerns are listened to and acted upon promptly and fairly.

We look upon complaints as an opportunity to learn, improve and provide a better service.

The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation.

Our complaints procedure is intended to:

This policy provides guidance to our staff and those who wish to make a complaint on the key principles of our complaint handling process.

Our Commitment

We expect all staff to:

Complaints Process

We will:

The complainant will:

Contact Details

Complaints should be made:

By letter to (Lex Blinds, Customer Relations Department, 190 High Road, Loughton, IG10 1DN) or by email


We believe that complaints, if dealt with early, openly and honestly, can be resolved.

However, if we can’t agree a solution with you within 30 days, we will:

If the dispute cannot be resolved either party can then refer the matter to the British Blind and Shutter Association’s (BBSA) Mediation Service.

PO Box 232, Stowmarket, Suffolk, IP14 9AR

Email:          Tel: 01449 780 444

The customer is at liberty to use another mediation or Alternative Dispute Resolution (ADR) provider.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed (this is sometimes referred to as the “eight-week rule”), you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The eight weeks start from the date a complaint is received anywhere in our business. Their contact details are shown below.

Please note: Only complaints relating to the sale of financial services should be referred to FOS.

Financial Ombudsman Service can be contacted in writing:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad)


Further information can be obtained from the Financial Ombudsman Service’s website at

If you are not satisfied with any aspect of our service or products relating to your finance agreement, please tell us about your complaint.

Telephone: 0800 788 0000
Jelena Barr – The Customer Complaints Manager

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190 High Road Loughton Essex IG10 1DN United Kingdom

Office hours:

Monday to Friday 8:30 AM to 6:00 PM
Saturday 10:00 AM to 5:00 PM