How to complain - We aim to make it right if things go wrong.

  • Q: Is there something you’re not happy with?

    A: We’re committed to providing a high standard of service to all our customers and treating them fairly. There may be times when you don’t feel we’ve lived up to this. If this happens, we want to hear from you.

    The below information shows you what to do if you’re not satisfied with the products or service we provide. These are the steps we ask you to take to help us deal with your complaint. Remember most problems that arise can be resolved quickly if you talk to us as soon as possible. So thank you for letting us know that you are unhappy with the service you have experienced. Your complaint is important to us as it gives us the opportunity to put matters right and to improve our service in the future for everybody.

  • Q: We will always try to resolve your issue promptly!

    A: We will respond to your complaint as quickly as we can. Our first step is to understand the problem so we can put the matter right.

    Credit complaints: If your complaint is not resolved within five working days, we will write to you to either:

     ● Tell you what we have done to resolve the problem; or
     ● Acknowledge your complaint and let you know how to contact the person or team dealing with your case.

    We will also:

     ● Provide you with regular updates; and
     ● Endeavour to let you know our final response within eight weeks from when you first contacted us about your complaint.

  • Q: Contact us:

    A: We value your custom and want to resolve your complaint for you. Our dedicated staff are committed to working with you on your complaint and to resolving it to your satisfaction. You can share any further concerns with them by letter, by phone, by fax or e-mail as shown below:

    Retail products and services (e.g. product quality, delivery):

     ● Post:
    Customer Services
    La Redoute
    2 Holdsworth Street
    Bradford
    BD1 4AH
     ● Telephone: 033 0303 0199 Lines open: Mon to Fri: 9am to 4:30pm Monday to Saturday
     ● E-mail: helpline@redoute.co.uk

    Credit Complaints:

     ● Post:
    The Complaints Team
    La Redoute
    2 Holdsworth Street
    Bradford
    BD1 4AH
     ● E-mail: complaints@redoute.co.uk
     ● Telephone: 033 0303 0190. Please note: This number is for customers who wish to complain about their credit facility, we are not able to deal with queries about products/delivery/returns on this number.
    Lines open: Monday to Friday 9am – 5pm & Saturday 9am -12:30pm

  • Q: What if I remain dissatisfied?

    A: Once you’ve tried to resolve your complaint with us and if you feel the matter has not been resolved to your satisfaction, you may be able to refer your complaint:

    Retail products and services (e.g. product quality, delivery):

    In relation to complaints regarding our retail products and services (e.g. product quality, delivery), under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, if we cannot resolve a complaint using our internal complaints procedure, we must inform you: (i) that the matter cannot be settled, (ii) the name and website address of a relevant provider of Alternative Dispute Resolution (ADR) services, and (iii) whether we (La Redoute) are obliged to or prepared to make use of the relevant ADR provider. We are not obliged to use an ADR provider and, as we receive few complaints that are not ultimately resolved, we have decided not to pay to subscribe to an ADR scheme at this stage.

    We do, however, have a “Primary Authority” arrangement with West Yorkshire Trading Standards and customers can seek advice and information about their rights from Citizens Advice: www.citizensadvice.org.uk. We are committed to providing a high standard of service and treating our customers fairly.

    Credit/Insurance Complaints:

    In relation to complaints regarding credit/insurance case you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS will only consider your complaint if you have already given us the opportunity to resolve it. The FOS is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI. Their details are as follows:

     ● Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
     ● Telephone: 0800 0234567 (free from mobiles and landlines) or 0300 1239123 (cost no more than calls to 01 and 02 numbers).
     ● Email: complaint.info@financial-ombudsman.org.uk.
     ● Website: www.financial- ombudsman.org.uk