Decart Holdings Ltd, trading as Blinds and Shutter, aims to provide high-quality products and services.
We recognise that, on occasion, things may not go as planned. When this happens, we welcome feedback and complaints as an opportunity to learn,
improve, and provide a better service.We are committed to handling complaints fairly, promptly, and respectfully, and to ensuring customers feel listened to and
treated appropriately throughout the process.This policy explains how complaints can be raised and how we will deal with them.
Purpose of this policy
This Complaints Policy is designed to:
explain how customers can raise a complaint;
outline how complaints are handled and resolved;
ensure complaints are dealt with consistently and fairly; and
support continuous improvement in our products and services.
This policy is not intended to apportion blame, assess legal liability, or determine compensation, and it does not affect your
statutory rights as a consumer.
Our commitment to complaint handling
We expect all members of our team to:
treat customers with courtesy and respect;
attempt to resolve concerns at the earliest opportunity; and
provide clear information on how to raise a complaint if a matter cannot be resolved informally.
All staff are instructed in how to handle complaints and how to escalate them appropriately.Our aim is to ensure customers feel confident that:
complaints are taken seriously;
issues are investigated properly; and
outcomes are communicated clearly and fairly.
How to make a complaint
Step 1 – Informal resolution
If you are unhappy with any aspect of our service, we encourage you to raise the issue with the relevant member of staff as soon as possible.
Many concerns can be resolved quickly at this stage.
Step 2 – Formal complaint
If the matter cannot be resolved informally, or you feel it is inappropriate to raise it with a staff member directly, you may submit a formal
complaint in writing.Email:support@blindsandshutter.co.ukPlease mark your email “Complaint” for the attention of the complaints handler.Post:
Complaints Handler
Decart Holdings Ltd (trading as Blinds and Shutter)
Unit 35, Basepoint Business Centre
Stroudley Road
Basingstoke
RG24 8UP
What happens next
Once we receive a written complaint, we will:
acknowledge receipt of your complaint within 5 working days;
appoint a member of staff as your point of contact;
ensure the complaint is handled by someone with the authority to investigate and respond; and
keep you informed of progress where investigation is ongoing.
Helping us resolve your complaint
To help us investigate efficiently, we ask that you:
submit your complaint as soon as reasonably practicable;
explain the issue clearly and in as much detail as possible;
provide any relevant evidence or documentation; and
allow us a reasonable period of time to investigate and respond.
Resolution
We aim to resolve complaints early, openly, and constructively. Where appropriate, outcomes may include:
clarification or explanation;
corrective action; and
service improvements to prevent recurrence.
We believe effective complaint handling helps improve product quality, customer service, and internal processes and training.
Escalation and mediation
If a complaint cannot be resolved to mutual satisfaction, either party may refer the matter to the:British Blind and Shutter Association (BBSA) – Mediation Service
Email: info@bbsa.org.uk
Website: https://www.bbsa.org.ukThe complainant is also free to use another mediation or Alternative Dispute Resolution (ADR) provider if they wish.
This Complaints Policy does not remove your right to pursue other remedies available under UK law.
Review of this policy
This policy is reviewed periodically to ensure it remains fair, effective, and aligned with best practice and regulatory expectations.Last updated: January 2026
