Complaints Policy

Complaints Policy

Luxury Eco Pianos

1. Our Commitment

At Luxury Eco Pianos, we aim to provide a high standard of service throughout every stage of a customer's experience with us, from initial enquiries and ordering through to delivery, installation and after-sales support.

We recognise that occasionally things may not go as expected. When this happens, we want customers to feel able to raise their concerns with us easily and to know that their complaint will be taken seriously.

We are committed to handling complaints fairly, professionally, transparently and as quickly as reasonably possible.

We use complaints not only to resolve individual concerns but also as an opportunity to improve our products, services and customer experience.

2. About Luxury Eco Pianos

Luxury Eco Pianos supplies acoustic, digital and self-playing pianos, including bespoke and custom-finished instruments, restored or refurbished pianos and imported instruments.

This Complaints Policy applies to complaints relating to our products and services, including:

  • Sales and pre-sale information;

  • Orders and payments;

  • Piano quality or condition;

  • Self-playing systems and electronic components;

  • Bespoke or custom orders;

  • Delivery and installation;

  • Customer service;

  • Warranty and after-sales support;

  • Returns and refunds;

  • Repairs or servicing arranged by us;

  • Website orders and communications;

  • Handling of personal information; and

  • Any other aspect of the service provided by Luxury Eco Pianos.

3. How to Make a Complaint

You can make a complaint to Luxury Eco Pianos using the following contact details:

Email: sales@luxuryecopianos.com

Telephone: 0161 826 2171

Website: www.luxuryecopianos.com

You may also contact us through the contact form or available messaging/WhatsApp options on our website.

If you make a complaint verbally, we may ask you to confirm certain details in writing where this is necessary for us to investigate the matter properly.

There is no charge for making a complaint.

4. Information to Include

To help us investigate and resolve your complaint as efficiently as possible, please provide:

  • Your full name;

  • Your email address and telephone number;

  • Your order or invoice number, where applicable;

  • The model or description of the piano concerned;

  • The delivery date, where applicable;

  • A clear description of your complaint;

  • Relevant dates and details of previous communications with us;

  • Photographs, videos, documents or other evidence where relevant; and

  • The outcome you would like us to consider.

Please do not worry if you do not have all of this information. We will still consider your complaint and will contact you if we require further information.

5. Our Complaints Process

Stage 1 – Receiving Your Complaint

When we receive a complaint, we will record the details and review the issues raised.

Where possible, straightforward matters will be resolved immediately or through our normal customer-service process.

For more complex complaints, we may need to investigate further before providing a response.

Stage 2 – Investigation

We will consider the relevant information fairly and objectively.

Depending on the nature of the complaint, our investigation may include:

  • Reviewing your order, invoice and payment information;

  • Reviewing emails, messages and other correspondence;

  • Speaking with members of our team involved in the sale or delivery;

  • Reviewing photographs or videos;

  • Inspecting the piano or relevant component;

  • Reviewing delivery or installation information;

  • Consulting a technician, manufacturer, supplier or other relevant third party where necessary; and

  • Considering the terms agreed at the time of purchase together with your applicable statutory rights.

We may contact you during the investigation if we need additional information.

Stage 3 – Our Response

We aim to resolve complaints as promptly as reasonably possible.

For straightforward complaints, we will normally aim to provide a substantive response within 14 calendar days.

If the matter is more complicated and we cannot provide a final response within that period, we will explain that further investigation is required and keep you reasonably informed of progress.

The time required to resolve a complaint may depend on matters such as the complexity of the issue, whether a physical inspection is required, the availability of specialist technicians, or whether information is required from a manufacturer, supplier or delivery provider.

Our final response will explain, where appropriate:

  • What we have investigated;

  • Our findings;

  • Whether the complaint has been upheld in full, upheld in part or not upheld;

  • Any action we propose to take; and

  • What you can do if you remain dissatisfied.

6. Possible Outcomes

The appropriate resolution will depend on the circumstances of the individual complaint and the customer's legal rights.

Where appropriate, a resolution may include:

  • An explanation or clarification;

  • An apology;

  • Technical assistance;

  • Inspection of the piano;

  • Adjustment or repair;

  • Replacement of a relevant component;

  • Replacement of the piano where appropriate;

  • A refund or partial refund where appropriate;

  • Re-performance of a service;

  • Corrective action relating to delivery or installation; or

  • Another reasonable solution agreed between Luxury Eco Pianos and the customer.

Nothing in this Complaints Policy limits or excludes any statutory rights or remedies available to a consumer under applicable UK consumer law.

7. Faulty or Damaged Pianos

If your complaint concerns a piano that you believe is faulty, defective or damaged, please contact us as soon as reasonably possible.

We may request photographs, videos or other information to help us assess the issue and may arrange an inspection where appropriate.

The appropriate remedy will depend on the circumstances, including the nature of the fault, when it became apparent and the customer's applicable statutory rights.

Our warranty, returns and refund arrangements operate alongside, and do not replace or restrict, statutory consumer rights.

8. Delivery and Installation Complaints

If your complaint concerns delivery or installation, please provide details of the issue as soon as possible.

Where there is visible damage following delivery, customers should notify us promptly and provide photographs where possible so that we can investigate the circumstances.

We may need to speak with members of the delivery or installation team and review photographs, access information or other delivery records.

9. Bespoke, Custom and Special-Order Pianos

Many Luxury Eco Pianos products may be built to order, specially imported, customised or finished according to a customer's requirements.

Complaints concerning bespoke, customised or special-order products will be considered individually, taking into account:

  • The specification agreed with the customer;

  • Any approved designs, colours or finishes;

  • The nature of the alleged fault or problem;

  • Whether the product conforms to the agreed specification; and

  • The customer's applicable legal rights.

Restrictions that may apply to cancellation or change-of-mind returns for personalised or bespoke products do not remove any statutory rights a customer may have where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.

10. Returns and Refund Complaints

Complaints concerning a return or refund will be considered alongside our Returns & Refund Policy and applicable consumer law.

Our Returns & Refund Policy can be found on the Luxury Eco Pianos website.

Where there is any conflict between a contractual policy and a customer's rights which cannot legally be excluded or restricted, the customer's statutory rights will apply.

11. Warranty Complaints

Where a complaint relates to warranty coverage, we will review the relevant warranty terms and circumstances of the reported problem.

We may ask for evidence or arrange an inspection to establish the cause of the issue.

Issues caused by misuse, unauthorised modifications, inappropriate moving or handling, environmental conditions or ordinary wear and tear may not be covered by a contractual warranty.

This does not affect any statutory rights that apply independently of a warranty.

12. Escalating a Complaint

If you are dissatisfied with our initial response, please tell us why and provide any additional information you believe should be considered.

Please email:

sales@luxuryecopianos.com

and state that you would like the complaint to be reviewed or escalated.

Where reasonably possible, the review will be carried out by someone who can reconsider the complaint and any proposed resolution.

Following the review, we will provide our final position.

13. Alternative Dispute Resolution and Independent Advice

We will always attempt to resolve complaints directly with our customers wherever reasonably possible.

If we reach a position where we cannot resolve a consumer complaint, we will provide information about any Alternative Dispute Resolution (ADR) entity that we are legally required to identify and will state whether Luxury Eco Pianos is willing or obliged to use that ADR procedure.

Consumers may also obtain independent information about their consumer rights from Citizens Advice and may be able to refer relevant matters to Trading Standards through the appropriate consumer advice service.

Taking part in our complaints process does not remove any legal rights you may have.

14. Data Protection Complaints

If your complaint relates to the way Luxury Eco Pianos has collected, used, stored, shared, disclosed, secured or otherwise handled your personal information, you can make a data protection complaint directly to us.

Please contact:

Email: sales@luxuryecopianos.com

Please include “Data Protection Complaint” in the subject line where possible.

You do not need to use legal terminology to make a data protection complaint.

We will:

  • Provide a clear means for you to make a data protection complaint;

  • Acknowledge receipt of a data protection complaint within 30 days;

  • Take appropriate steps to investigate the complaint without undue delay;

  • Keep you appropriately informed about the progress of the complaint; and

  • Tell you the outcome without undue delay once our investigation has been completed.

We may ask you for information reasonably necessary to confirm your identity, understand the complaint or verify that you have authority to act on behalf of another person.

If you remain dissatisfied with the way we have handled a data protection matter, you have the right to raise the matter with the Information Commissioner's Office (ICO).

You may also have the right to seek a remedy through the courts.

15. Complaints Made on Behalf of Another Person

We can accept a complaint from someone acting on behalf of another person.

For privacy and security reasons, we may need evidence showing that the representative has authority to act for that person before discussing personal information or details of an order.

This may include written authority, a valid power of attorney or another appropriate form of authorisation.

16. Accessibility and Additional Support

We want our complaints process to be accessible.

If you have a disability, communication difficulty or other reasonable requirement that affects how you are able to make or progress a complaint, please tell us.

We will make reasonable efforts to communicate with you in an appropriate and accessible way.

17. Unreasonable or Abusive Behaviour

We understand that customers may be frustrated or upset when making a complaint, and expressing dissatisfaction will not adversely affect the way a complaint is considered.

However, our staff should not be subjected to threatening, abusive, discriminatory or seriously offensive behaviour.

Where behaviour becomes unreasonable or abusive, we may place reasonable limits on the method or frequency of communication while continuing to deal appropriately with the substance of a legitimate complaint.

We will not refuse to consider a genuine complaint merely because a customer is dissatisfied or persistent.

18. Confidentiality and Record Keeping

Complaints will be handled with appropriate confidentiality.

Information relating to a complaint will only be shared with employees, contractors, manufacturers, suppliers, professional advisers or other parties where reasonably necessary to investigate or resolve the complaint, comply with the law, establish or defend legal rights, or fulfil another lawful purpose.

We will maintain appropriate records of complaints and their outcomes in accordance with our legal obligations and applicable data protection requirements.

19. No Retaliation

Customers will not receive a lower standard of service merely because they have made a genuine complaint.

We welcome legitimate feedback and want customers to raise concerns so that we have an opportunity to investigate and, where appropriate, put matters right.

20. Consumer Rights

Nothing in this Complaints Policy is intended to exclude, restrict or replace rights available to consumers under applicable law, including the Consumer Rights Act 2015 and other applicable UK consumer protection legislation.

Where applicable, consumers may have statutory remedies where goods are faulty, not as described, not of satisfactory quality or otherwise fail to meet legal requirements.

Contractual warranties, guarantees and company policies are provided in addition to statutory rights where applicable.

21. Changes to This Policy

We may update this Complaints Policy from time to time to reflect changes to our business, procedures or applicable law.

The latest version will be published on our website.

The effective date shown at the top of the Policy identifies the current version.

22. Contact Luxury Eco Pianos

For complaints, questions or requests for further information, please contact:

Luxury Eco Pianos

Email: sales@luxuryecopianos.com
Telephone: 0161 826 2171
Website: www.luxuryecopianos.com

When contacting us about an existing complaint, please provide your name and order details so that we can locate the relevant information as quickly as possible.