Complaints Policy

Our commitment

We take concerns about our service, communication and agreed arrangements seriously. We aim to understand what happened, consider the information available and respond fairly and constructively.

Raising a complaint will not, by itself, affect your ability to contact us about an existing matter or receive a response to a reasonable service-related query.

This policy applies to home staging advice, interior styling consultations and any related written materials that STZ ENTERPRISE LTD has specifically agreed to provide.

What you can raise

You may contact us with a complaint about matters such as:

• The clarity or accuracy of information provided about an agreed consultation.
• Whether the consultation or agreed written materials reflect the confirmed scope.
• Communication, appointment arrangements or an avoidable delay.
• How we have handled a question, request or previous concern.
• Information about the service, its limitations or the arrangements agreed with you.

Our service provides advice on matters such as furniture layout, colour choices, decorative details and the presentation of rooms. We do not undertake building work, renovation, installation, cleaning, property valuation or estate agency services. A complaint about work carried out by an independent third party should normally be raised with that provider, although we will consider any concern relating to our own advice or conduct.

How to make a complaint

Please contact us by email so that we can keep a clear record of your concern. You can also write to us at our registered business address.

To help us review the matter, please include, where possible:

• Your name and a suitable contact method.
• The consultation or service concerned and its approximate date.
• A clear description of what went wrong or what you believe was not as agreed.
• Relevant correspondence or documents, if available.
• The outcome you would consider reasonable.

Please raise the concern as soon as reasonably practicable after the issue occurs. This helps us locate relevant records and understand the circumstances. If you need additional time to explain your complaint or provide supporting information, let us know. We will consider the circumstances rather than automatically dismissing a complaint because it was not made immediately.

How we review complaints

We aim to handle complaints proportionately, taking account of the nature of the concern and the information available.

Our response

Our response will explain the issue we have considered, the information relied on, our findings and any action we propose to take. If we do not agree with all or part of your complaint, we will explain our reasons as clearly as possible.

We may need to request further information where the complaint concerns the details of a room, the advice discussed or the materials agreed for delivery. We will handle personal information in accordance with our Privacy Policy.

Possible outcomes

Depending on the findings and the service agreed, an appropriate outcome may include:

• An explanation or clarification of the advice provided.
• A correction to an error in agreed written material, where appropriate.
• Completion of an outstanding item that was included in the confirmed scope.
• A discussion of a reasonable way to resolve the matter.
• Other action that is proportionate to the circumstances and consistent with our obligations.

Any proposed remedy will depend on the facts of the complaint and the agreement in place. We will not promise a particular outcome before reviewing the matter.

Fair and respectful treatment

We aim to communicate respectfully and give each complaint appropriate consideration. We ask customers to provide information honestly and to communicate with our staff or representatives in a respectful manner.

If a complaint includes several separate issues, we may group them into clear points so that each can be reviewed. Where repeated correspondence does not raise new information, we may refer to our previous response while remaining attentive to relevant new evidence or unresolved matters.

We will handle complaints without unlawful discrimination and will consider reasonable communication adjustments where appropriate.

If the matter remains unresolved

If you remain dissatisfied after our internal review, you may wish to seek independent advice about the options available for your circumstances. Depending on the nature of the dispute, this may include contacting Citizens Advice or considering the appropriate legal route.

We will not prevent you from exercising any statutory rights by asking you to follow this policy first. This policy does not remove or limit rights that apply under consumer protection legislation or other applicable law.

Contact and policy updates

Complaints should be sent to STZ ENTERPRISE LTD using the contact details below. We may update this policy when our procedures or applicable requirements change. The version published on this page applies from the time it is published, subject to any legal requirements that apply.

STZ ENTERPRISE LTD
Company number: 16079711
14 Endeavour Way, Colchester, England, CO4 5XN
Email: enquiries@stzenterprise.com
Telephone: +44 7746 470868