How to Complain to Dunelm
Step by step: where to complain, what to say, and where to go if Dunelm does not put it right.
Consumer Protection UK is independent and is not connected to Dunelm. This guide uses information published by Dunelm and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Dunelm official complaints page (opens in a new tab)
Dunelm says damaged or faulty large items such as sofas and mattresses should be reported to its customer service team, and that unresolved complaints can be taken to an alternative dispute resolution provider on a case-by-case basis. No response time is stated on the page. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for Dunelm from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses and whether it will take part, and contact the Citizens Advice consumer service.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
More from Dunelm
Good to know: The page says Dunelm uses ADR through Trading Standards-approved providers and that customers should contact Dunelm for the details of its provider. For faults reported within 30 days it offers repair or replacement.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Complain to the retailer that sold you the goods, not the manufacturer. Your contract is with the seller.
- Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a refund, and up to 6 months in which a fault is presumed to have been there from the start.
- If you paid by credit card, think about a Section 75 claim. For debit cards, a chargeback.
- For big or delivered items, take photos of the fault, the packaging and any delivery damage straight away, and report it in writing.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.
More on this company: Dunelm Returns and Refunds: Policy and Your Rights