We want every customer to be genuinely happy with their new flooring and the service you receive. If something isn’t right, tell us — we’ll take it seriously and do our best to put it right quickly and fairly.

How to raise a complaint

You can contact us using any of the options below. Please include your name, address, postcode, and as much detail as possible (and photos if relevant) so we can resolve things faster.

• Phone: 0330 133 0085
• Email: info@simplepayparpets.co.uk

What happens next

Once we’ve received your complaint, we’ll acknowledge it and start looking into it straight away. We may ask for more information, photos, or to arrange a visit if needed.

Timescales

• We aim to resolve most complaints within 3 business days.
• If it needs more investigation (for example, supplier checks or fitter availability), we’ll keep you updated and aim to provide a final response within 8 weeks.

Fitting and product issues

• Installation workmanship: Any workmanship guarantee is provided by the installer. We’ll still help coordinate communication and push for a fair outcome.
• Materials: Product warranties follow the manufacturer’s terms and vary by product (typically 5–10 years). We’ll help you with the supplier/manufacturer process where applicable.

What we need from you

• Please report issues as soon as you notice them.
• Keep the area accessible for inspection if required.
• Don’t attempt repairs before we’ve assessed the issue, as this can affect manufacturer warranties.