Complaints
Policy

This policy sets out how TANTON PROPERTIES LTD receives, considers and responds to customer complaints about its home styling consultation services.

We recognise that a customer may have concerns about the service provided, the way information has been handled, the clarity of an agreed scope, or the content and delivery of written recommendations. We take such concerns seriously and aim to address them fairly, consistently and without unnecessary delay.

This policy applies to customers who have purchased or otherwise entered into an agreed arrangement for our services. It also applies to concerns raised during the enquiry and service preparation stages where relevant.

A complaint may relate to any aspect of our service or the way we have dealt with a customer. Examples include:

• Advice or written materials that do not reasonably reflect the agreed service scope.
• Material omissions from an agreed report or styling plan.
• Unclear information about service inclusions, fees or estimated delivery arrangements.
• Unreasonable delays or a failure to provide an agreed update.
• Difficulty communicating with us or obtaining a response to a service-related query.
• Concerns about the handling or use of personal information.
• A concern about the conduct, courtesy or administration of the service.

A request for clarification, an additional service or a change to the original brief is not automatically a complaint. We will consider the substance of the matter and, where appropriate, explain whether it should be handled as a service amendment, a new request or a formal complaint.

Complaints should normally be submitted in writing by email so that the details can be recorded accurately and reviewed properly.

Please send your complaint to enquiries@tantonhomestyling.com with the subject line Formal Complaint.

If you are unable to submit your complaint by email, you may write to us at our registered office address. Please include contact details so that we can respond.

To help us understand and investigate the matter, please provide as much of the following information as is reasonably available:

• Your full name and preferred contact email address.
• The service or consultation to which the complaint relates.
• The date of your enquiry, agreement or service delivery, if known.
• A clear description of what happened and why you are dissatisfied.
• Relevant correspondence, submitted materials or report references.
• The outcome or resolution you would like us to consider.

Please do not send unnecessary personal information or sensitive documents unrelated to the complaint. If further information is needed, we will explain what is required and why.

Each complaint will be considered on its own circumstances. We will review the information provided, check the relevant service description and agreed scope, and consider the correspondence and materials available.

We aim to handle complaints objectively. Where practicable, a complaint will be reviewed by someone who was not directly responsible for the matter being challenged.

We aim to acknowledge a written complaint within five working days of receipt. The acknowledgement will confirm that the complaint has been received and, where possible, indicate the next steps.

We aim to provide a substantive written response within fifteen working days of receiving the complaint.

Some matters may require additional information or a more detailed review. If we cannot provide a full response within that period, we will explain the reason for the delay and give an updated estimate of when you can expect a response.

These are our service targets, not a restriction on any statutory time limit or right that may apply to your circumstances.

After reviewing the complaint, we will explain our findings and the reasons for our decision. Depending on the circumstances, an appropriate outcome may include:

• A clarification or further explanation of the advice or report.
• Correction of an identified factual or administrative error.
• Completion or correction of an outstanding element that falls within the agreed scope.
• A reasonable proposal to address a shortcoming in the service.
• A review of the agreed scope or a discussion about a separately chargeable additional request.
• A refund or other financial remedy where appropriate under the agreement and applicable law.
• An explanation where the complaint is not upheld, including the reasons for that conclusion.

Any proposed remedy will take account of the original agreement, the work carried out, the nature of the issue and the customer’s applicable legal rights.

If you are dissatisfied with our response, you may reply to the original complaint email and request a further review.

Please explain which part of the response you disagree with and provide any additional information that you would like us to consider. Where possible, the further review will be handled by a person who was not involved in the initial decision.

We will review the additional points and provide a further written response. If the original decision is maintained, we will explain the reasons.

Requesting a further review does not remove or delay any legal rights or remedies that may otherwise be available to you.

This policy does not replace or limit any rights you may have under applicable consumer protection legislation or other relevant law. Nothing in this policy is intended to exclude or restrict a right or remedy that cannot lawfully be excluded or restricted.

If a service does not conform to the contract or is not performed with the care and skill required by law, you may have rights to request an appropriate remedy. The remedy available will depend on the circumstances and applicable legal requirements.

You may also seek independent advice or use any relevant formal complaint or dispute-resolution route available to you. We will provide relevant business information reasonably required for you to understand the appropriate next steps.

Our services are provided remotely through customer-submitted information and written communication. Complaints about styling recommendations will therefore be considered against the information supplied by the customer, the agreed brief and the stated limits of the service.

Our home styling advice is not a substitute for architectural, structural, building, surveying, valuation or other specialist professional services. A complaint about matters outside our agreed service scope will be explained clearly, and we may suggest that the customer seeks advice from an appropriately qualified professional where relevant.

We will handle complaint information carefully and use it only where necessary to investigate, respond to and maintain records of the matter, in accordance with our Privacy Policy and applicable data protection requirements.

We expect communications to remain respectful and relevant. We will not treat a customer unfavourably simply because they have raised a genuine complaint or exercised a legal right.

Please use the contact details below for all formal complaints and requests for further review.