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
Further details can be found on the Financial Ombudsman Service website
