At Sazy, we are committed to providing high-quality products and services. However, we recognise that occasionally things may go wrong. If you are dissatisfied with any aspect of your experience with us, we want to hear about it — and we aim to resolve all complaints fairly, promptly, and efficiently.
1. How to Make a Complaint
If you wish to make a complaint, you can contact us via the following methods:
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Email: support@sazy.com
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Post: Complaints Department, Sazy Limited, 27 Old Street, London EC1V 9HL, England
Please include your name, contact details, order number (if applicable), and a clear description of your complaint.
2. What Happens Next
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Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
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Investigation: Your complaint will be thoroughly investigated by an appropriate team member who was not directly involved in the issue.
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Response: We aim to provide a full response within 10 business days. If more time is required, we will keep you informed and explain the reasons for the delay.
3. Resolution
Where we find that your complaint is justified, we will take appropriate remedial action, which may include:
- A formal apology
- A refund, replacement, or compensation (where appropriate)
- Steps to prevent the issue from recurring
If you are not satisfied with our response, you may request that your complaint be escalated to a senior member of the Sazy team for further review.
4. Further Action
If you remain dissatisfied after our final response, you have the right to escalate your complaint to an independent body such as:
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Citizens Advice – www.citizensadvice.org.uk
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The Furniture & Home Improvement Ombudsman (if applicable) – www.fhio.org
We will clearly outline any additional avenues available to you in our final response.
5. Record Keeping and Improvement
All complaints are logged and reviewed regularly by management to identify patterns or areas for service improvement. Your feedback plays a crucial role in helping us enhance our products and customer experience.