Complaints Policy

Complaints Policy

At Multiyork we hope that you are happy with the service you receive from us and the product we make for, or supply to, you. If you are dissatisfied with any aspect of the service or product, please notify us straight away.

In-Store

When visiting a store, please ask to speak with the Store Manager in the first instance. Alternatively call or email the store as soon as possible.

Customer Support

The Customer Support Team is available to assist with your enquiries between 9am and 8pm Monday to Saturday, and between 10am and 8pm on Sunday. In the first instance they will be able to discuss your concerns with you and consider any appropriate action that is required. You can contact the team using any of the following options:

Telephone

0333 3583 567 (Select Option 2)

We will endeavour to resolve your query while you are on the phone. However should we need to look into matters we will agree with you a suitable time and number to contact you to update you. We aim to respond to all enquiries within 4 hours, however, in complex situations we will notify you of our actions and additional time may be required in order to resolve the matter to your satisfaction.

Live Chat

multiyork.co.uk

Click on the chat button on the bottom right hand side of the page to instant message with us.

We will endeavour to respond fully to your query while we are chatting. If however we need to look into matters for you we will ask you if we can respond to you via phone or email in order to not keep you waiting.

Email

cs@multiyork.co.uk

We aim to provide a full response to all emails within 24 hours. If the situation is complex and requires additional time to respond in full or to your satisfaction we will notify you within 24 hours of the action we are taking, and when we will update you.

Post

Please write to us at:

Customer Support
Multiyork Furniture Limited
Stephenson House
10 Stephenson Way
Thetford
Norfolk
IP24 3RD

We aim to provide a full response to all letters within 48 hours. If additional time is required to fully review your enquiry we will notify you within 48 hours of the action that we are taking.

Escalating your complaint

Once you have received the response from the Customer Support Team, if you feel that the complaint has not been handled satisfactorily and wish to escalate please email or write to our Head of Customer Service:

HOCS@multiyork.co.uk

or

Head of Customer Service
Multiyork Furniture Limited
Stephenson House
10 Stephenson Way
Thetford
Norfolk
IP24 3RD

We may contact you for additional information that assists us in reviewing your complaint. We aim to provide a full response within 14 days. Should additional time be required in complex matters we will notify you of the action being taken and the timescales involved.

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