Complaints Procedure

Complaint handling and dispute resolution process

Contact us straight away

In the first instance, our Customer Service Team is here to help and their aim is to provide the quickest possible solution for you.

Once we receive your complaint, you will be contacted within 2 working days to discuss the best way forward.

If you are making us aware of a product-related issue after it has arrived in your home, our Installation team will be on hand to resolve the issue in and find the quickest route to getting it put right.
Telephone – 01793 423314 select option 1 and then option 1 again, Monday to Friday between 9am and 5pm.
Post – Customer Support, Optiplan Kitchens Ltd, Kelvin Road, Greenbridge Ind Estate, Swindon, SN3 3JW.

Escalating the complaint

If you’re still not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response that they have made.

If you wish for your complaint to receive further review, their line manager or our Customer Relations Manager can be contacted by email at or in writing at the address above.

If you remain unhappy with our final response, you may be entitled to refer your complaint to The Dispute Resolution Ombudsman, and we are bound to follow any decision that they make. To find out more about The Ombudsman and how you might be able to use their dispute resolution service visit or telephone 0333 241 3209.