Complaints Policy

Black Sofa is committed to providing excellent service. If something goes wrong, we want to hear about it and put it right.

Effective date: 20 March 2026

1. Our Commitment

Black Sofa is committed to providing excellent service. If something goes wrong, we want to hear about it and put it right.

2. How to Complain

Email complaints@blacksofa.co.uk with your name, company, and a description of the issue. We aim to acknowledge complaints within 2 business days.

3. Resolution

We will investigate and aim to resolve complaints within 10 business days. If more time is needed, we will keep you informed of progress.

4. Escalation

If you are not satisfied with our response, you may escalate to a senior manager. We will provide details of any relevant ombudsman or regulatory body if applicable.