How to raise a complaint

If you’d like to make a complaint, you can contact us in whichever way feels easiest:

• Contact us
• Phone: 01903 524331
• In writing: Head of Retail, Paula Rosa Kitchens Blenheim Road, Lancing Business Park Lancing, West Sussex, BN15 8UH
• In person: Visit our Lancing showroom and speak to a member of the team.

 

To help us look into things promptly, please include:

• Your name and contact details
• Your order or project reference (if available)
• A clear description of the issue
• Any supporting information, such as photos or documents

 

What happens next

Once we receive your complaint, we’ll follow a clear process:

Acknowledgement

We’ll confirm receipt of your complaint within two working days.

Review

We’ll investigate the issue thoroughly, involving the relevant teams where needed.

Response

We aim to provide a full response within ten working days. If we need more time, we’ll let you know and keep you updated.

 

Putting things right

If something hasn’t gone as expected, our focus is always on reaching a fair and reasonable outcome.

Depending on the situation, this may involve:

• Repairing or replacing products
• Offering guidance or support
• Agreeing clear next steps to resolve the issue

We’ll always aim for a solution that reflects the quality and care we stand for.

 

If you're not satisfied

If you feel your complaint hasn’t been fully resolved, you can ask for it to be reviewed by a senior member of our team.

We’ll take another look to make sure everything has been considered carefully and fairly.

 

Our commitment

We’ve been designing and building kitchens since 1946, and doing things properly matters to us. That includes how we handle concerns. We will always:

• Treat your complaint seriously
• Communicate clearly and respectfully
• Work with you to reach the best possible outcome