Complaints Policy
COMPLAINTS POLICY
Last updated: August 2026
At Haute Kitchens, we take pride in the quality of our kitchens and the service we provide from initial consultation through to completion and aftercare.
We want every customer to have a positive experience with us. However, if something does not go as expected, we want to know about it and have the opportunity to put things right.
This policy explains how you can raise a concern or complaint and how we will deal with it.
1. TALK TO US FIRST
Many concerns can be resolved quickly and simply.
If you are unhappy with any aspect of our products or services, please contact us as soon as possible so that we can understand the issue and work with you towards a resolution.
You can contact us by:
Email: info@hautekitchens.co.uk
Telephone:01642 040483
Website: www.hautekitchens.co.uk
2. MAKING A FORMAL COMPLAINT
If your concern cannot be resolved informally, you can make a formal complaint by email.
To help us investigate your complaint efficiently, please provide as much relevant information as possible, including:
* your full name;
* your installation address;
* your quotation or order reference, if available;
* a clear description of your concern;
* when the issue occurred or was first noticed;
* details of anyone you have already spoken to about the matter; and
* photographs, videos or other supporting information where relevant.
Please send formal complaints to:
info@hautekitchens.co.uk](mailto:info@hautekitchens.co.uk
3. WHAT HAPPENS AFTER YOU COMPLAIN?
We will acknowledge your complaint as soon as reasonably possible.
We will then investigate the circumstances surrounding your complaint. Depending on the nature of the issue, this may involve:
* reviewing your quotation, order and specification;
* reviewing photographs or other evidence;
* speaking with the installer or tradesperson involved;
* contacting a manufacturer or supplier;
* arranging an inspection where appropriate; or
* asking you for additional information.
We will treat complaints fairly and respectfully and will keep you informed where an investigation takes longer than expected.
4. PRODUCT OR INSTALLATION ISSUES
If your complaint relates to a product, installation or workmanship issue, we may need an opportunity to inspect the matter before determining the appropriate resolution.
Where Haute Kitchens is responsible for an issue, we will take reasonable steps to resolve it.
Depending on the circumstances and your applicable consumer rights, this may include repair, replacement, remedial work, refund or another appropriate remedy.
Where replacement components need to be specially manufactured or ordered, resolution times may depend upon manufacturer or supplier lead times. We will keep you informed where this applies.
5. APPLIANCE ISSUES
Where an appliance has been supplied as part of your Haute Kitchens order, we may need to work with the relevant manufacturer to investigate a fault.
Manufacturer guarantees or warranties are additional to your statutory consumer rights and do not replace any legal rights you may have against Haute Kitchens.
6. ISSUES CAUSED BY THIRD PARTIES
Where you have independently appointed another fitter, builder, electrician, plumber or other tradesperson, Haute Kitchens cannot accept responsibility for work carried out by that independent third party.
However, if you are unsure whether an issue relates to a product supplied by Haute Kitchens or work carried out by another contractor, please contact us and we will assist in identifying the issue where reasonably possible.
7. DAMAGE OR DEFECTS
If you discover damage, a defect or an incorrect item, please contact us as soon as reasonably possible after becoming aware of it.
Where appropriate, photographs can help us assess the issue quickly and arrange the next steps.
Reporting an issue promptly helps us investigate and resolve matters efficiently, but this does not remove or restrict your statutory consumer rights.
8. OUR APPROACH TO COMPLAINTS
We aim to deal with all complaints:
* fairly;
* professionally;
* respectfully;
* as quickly as reasonably possible; and
* with the intention of reaching an appropriate resolution.
We ask customers to communicate with our team and any contractors working on our behalf in a reasonable and respectful manner while a complaint is being investigated.
9. YOUR CONSUMER RIGHTS
Nothing within this Complaints Policy affects or restricts your statutory consumer rights.
Haute Kitchens is committed to meeting its obligations under applicable UK consumer legislation, including the Consumer Rights Act 2015.
10. DATA PROTECTION
Personal information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.
Information may be shared with relevant manufacturers, suppliers, installers, professional advisers or other parties where reasonably necessary to investigate and resolve your complaint.
11. CONTACT HAUTE KITCHENS
If you have a concern or wish to make a complaint, please contact:
Haute Kitchens
Email: info@hautekitchens.co.uk
Telephone: 01642 040483
Website: www.hautekitchens.co.uk
We value our customers and will always aim to deal with concerns fairly and find an appropriate resolution wherever possible.