If there's something you're not happy with, we here at Caffle would like to be informed so we can help to resolve your issues.
Complaint handling and dispute resolution process
Please contact us as soon as possible.
You can contact us, we are here to help and they will try to provide a suitable solution.
What to expect
Upon receipt of your complaint, we will contact you within 3 working days to resolve your issue.
We will ask you to provide any relevant information which helps us identify the issue you have with your product.
How to contact us
Online – tina@caffle.co.uk
Post – Caffle Nursery, Bristol Road, Hewish, Weston Super Mare. North Somerset BS24 6SE
Escalating the complaint
If you're not happy with the resolution of the complaint, please speak to us and we will discuss and explain the reasons for the resolution reached.
If you are still unhappy after and your item has been ordered via NovunaPersonal Finance you can also contact Novunadirectly to discuss the matter further. Novuna will acknowledge your complaint and 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:
Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123
E-mail: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk