I want to make a complaint


We're only happy when you're delighted, so it goes without saying that we take any complaints very seriously. We always aim to provide flooring you can enjoy for many years to come and we’ll do anything we can to ensure your flooring continues to bring you Tapiness. If you're experiencing any issues with your Tapi flooring that you would like to raise with us, take a look at our frequently asked questions below or contact our Customer Support team if you need further assistance.

How do I make a complaint?

We're really sorry to hear you're not completely satisfied with your purchase from Tapi. Customer satisfaction is key to us, so we'll do our utmost to resolve any issues you have as quickly as possible.

To make a complaint with Tapi Carpets, you can either fill out a complaints form or alternatively you can email [email protected]. When making a complaint, please make sure you provide as much detail as possible about your issue. Don’t be afraid to write too much and remember to attach any photos that relate to your complaint - it will help us to get a better picture of your concerns so we can assist you further.

If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks. 
What to do if you can't reach an agreement with Novuna
If you’re not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:
Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
E-mail: [email protected]
Further details can be found on the Financial Ombudsman Service website
How do I return my flooring?

Should you decide you want to return your Tapi flooring, please contact Customer Support to discuss your available options.

No-one is answering the phone in Customer Support, what can I do?

Don't worry, we promise there's someone there! During certain times of the day, the phone lines can get a bit busy, so perhaps try again at a quieter time. Alternatively, you can leave a message with your details and someone from Customer Support will call you back. You can also send an email to [email protected] or try our Live Chat service in the bottom right hand corner of the website.

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