How to Complain to Magnet
Step by step: where to complain, what to say, and where to go if Magnet does not put it right.
Consumer Protection UK is independent and is not connected to Magnet. This guide uses information published by Magnet and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Magnet official complaints page (opens in a new tab)
Magnet's dispute process describes four stages: your store, then Customer Care at head office, then the Furniture and Home Improvement Ombudsman, then its Head of Customer Care. It says the store and head office will each give an initial response or acknowledgement within 1 working day. - 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: Magnet's process says the Ombudsman stage does not apply to trade purchases. For purchases on Magnet-arranged finance you can go to the credit provider and then the Financial Ombudsman Service within six months of the 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.