OHCOM LTD T/A ROXFORM - Complaints Policy

1. Our Commitment to You

On the rare occasion that we do receive a complaint, we take it very seriously. We are committed to providing high-quality products and service to all our customers. If you are unhappy with any aspect of the goods you purchased with us, we want to know about it so we can put things right.

2. How to Contact Us

You may contact us regarding your complaint in any way you prefer. Our contact details are as follows:

3. If Your Complaint Relates to Your Finance Agreement

If your complaint relates to the finance linked to your purchase, you can still let us know about this. However, please note the following process regarding regulated consumer credit:

  • We will forward your complaint directly to your credit provider, Novuna.
  • Novuna will acknowledge your complaint, investigate it thoroughly, and issue their formal response within eight weeks.

4. 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, or if eight weeks have passed since you made the complaint, 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.

Financial Ombudsman Service Contact Details:

Complaints Policy