Complaints Procedure

KLIC Home is committed to providing products and services of the highest standard. As with any major renovation project, despite our 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 fairly and transparently. KLIC Home will investigate all complaints competently, diligently and impartially, obtaining additional information when necessary. Your complaint will be assessed fairly, considering all relevant factors and following guidance issued by a government-approved organisation.

In the first instance please contact our Contact Centre by your preferred method from the list below:

By telephone:

01553 392312

By post:

Customer Service Department
KLIC Home Ltd
Kemp House
160 City Road

The Contact Centre is open from 9.00 am to 5.30 pm Monday to Friday. Lines closed Saturday, Sunday and Bank Holidays.

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 information

Our commitment to you:

We’ll 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’ll make sure we offer a clear explanation for our decision.

If you are dissatisfied with the outcome then you may request that the case is reviewed by a senior representative within the Customer Care team.

If you remain dissatisfied with the outcome of the review then you can refer the decision to the government-approved organisation, Assure Certification. Assure Certification will review your case and may request further information from you or us. Any decision they make will be binding upon us.

You can find out more information on Assure Certification here