How to Complain to Furniture Village
Step by step: where to complain, what to say, and where to go if Furniture Village does not put it right.
Consumer Protection UK is independent and is not connected to Furniture Village. This guide uses information published by Furniture Village and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Furniture Village official complaints page (opens in a new tab)
Furniture Village says its My Experience Team deals with complaints, and you can reach it by email, post, phone, live chat or the website contact form. It does not give a general response time, but says finance agreement complaints are passed to the credit provider, Novuna, which has eight weeks to respond. - If it is not resolved
- The Furniture & Home Improvement Ombudsman
- When you can escalate
- After you have a deadlock letter from the business, or three months after raising the complaint, whichever is sooner
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: Furniture Village Plc appears in the FHIO member list. For finance agreement complaints, the company's page says you can go to the Financial Ombudsman Service within six months of the credit provider's final response.
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.