Customer Complaints

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with any aspect of the goods you purchased with us, you may contact us in any way you prefer. Our contact details are as follows;

Phone: 020 3007 0401


Address: Brent south shopping park. Tilling Road, London NW2 1LS

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase, we can still let us know about this, but we will forward it on to your credit provider Novuna.
Novuna will acknowledge your complaint, investigate it thoroughly, and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

  1. Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  2. Telephone: 0300 123 9 123
  3. E-mail:

Further details can be found on the Financial Ombudsman Service