Complaints Policy

At Charles and Ivy Ltd, we pride ourselves on the level of Customer Service that we offer to all of our customers and would be very surprised if a complaint were needed to be made. If we do receive them, however, we take all complaints seriously and ensure they are dealt with effectively and in a timely manner. 


Should you need to make a complaint, you can do so by contacting us via the following methods:

Email -
Live Chat - Telephone -0161 843 4950
Letter - 2 Opus Close, Carrington, Manchester, M31 4RQ

All we ask for, is your order number and what the complaint is relating to along with any images, if applicable to support your complaint. Our friendly Customer Service Team are always on hand to guide you every step of the way. 


  • Your complaint will be reviewed by a member of the Customer Service Team, who may ask for further details to help as best as possible and will provide you with a fair, accurate and reasonable solution.
  • The complaint will be handled within 5 working days, if this time is not going to be met, we will contact you and let you know an updated time frame.
  • If the complaint cannot be resolved at Agent level, this will then be escalated to the Customer Service Manager, who will review and come in contact to discuss the next steps, further details may be required at this stage to help support the CSM actions in helping to resolve.

The Customer Service Manager is the final level of escalation within Charles & Ivy Ltd.

If you still aren't satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution with any independent issue resolution service.


If your complaint is about the finance linked to your purchase, you can still let us know about this. However, we'll forward this on to your credit provider, who will acknowledge your complaint and investigate thoroughly, issuing a response within 8 weeks.