Complaints Policy

Shutterly Fabulous Limited aim to provide the highest levels of service to all of our customers and aims to offer the best possible experience to all of our customers. 

We value customer feedback in all aspects and understand that any complaints offer us an opportunity to improve our customer experience further. 

We aim to deal with any complaints fairly and as quickly as possible. 

This policy applies to all customers who have purchased products through Shutterly Fabulous. 

A complaint relates to dissatisfaction with any of our staff, services or actions. 

If you ever feel that your expectations have not been met then please contact us at hello@shutterlyfabulous.com.  

We will acknowledge your communication within 24 hours (Mon-Fri) and advise you of the name and contact details of who will be handling matters for you. 

Alternatively, you can call us on  
0800 970 0800 or write to us. 

Customer Relations Department 

Shutterly Fabulous Ltd 

Quayside House 

Basin Road South 

Portslade 

BN41 1WF 

We request that you include all relevant information such as your name, address, order number, and method you would prefer us to contact you by – along with the issue that you would like to raise with as much information as possible, including any supporting documentation. 

We aim to propose a resolution within 72 hours of initial contact.  If for any reason you would like to escalate the matter at the end of this time – our Customer Experience Manager will have the matter referred to them and will contact you to introduce themselves within 24 hours (Mon-Fri). 

If necessary, we will carry out a full investigation into the issue raised including all communication both with you as well as internal correspondence. 

We will contact you either via phone or email to advise you of our findings and any actions to remedy the situation. 

All complaints will be treated with confidentiality, and all related records will be managed in line with our Privacy Policy.

If your complaint relates to your Finance Agreement 

If your complaint relates to a finance agreement then you should contact the named provider of your finance agreement directly. 

You can of course let us know and we will forward your complaint to the finance provider. 

If after eight weeks you feel that they have not been able to resolve your complaint then you can escalate your complaint to the Financial Ombudsman Service (FOS) free of charge.  

You should contact them within 6 months of the finance providers final written response to you.  

You can find full details of how to contact the FOS below: 

Web:  financial-ombudsman.org.uk 

Call: 0330 1239123 

Email: complaint.info@fiancial-ombudsman.org.uk 

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR