Fohen Complaints Procedure
At Fohen, we are committed to providing high-quality products and excellent customer service. We recognise that, on occasion, things may go wrong. When this happens, we want to resolve the issue quickly and fairly.
This procedure outlines how you can raise a complaint and how we will handle it.
1. How to Make a Complaint
If you have a concern or complaint, please contact our Customer Service Team using one of the following methods:
Email: hello@fohen.co.uk
Post:
Fohen Customer Services
IAP Fohen Ltd
16 Walkley Lane, Heckmondwike, WF16 0NB
Please include the following details so we can investigate promptly:
-
Your full name and contact details
-
Order number or proof of purchase
-
A description of the issue
-
Any relevant photos or supporting evidence
2. What Happens Next
Once we receive your complaint, we will:
-
Acknowledge receipt of your complaint within 3 working days.
-
Investigate your complaint fully. This may involve reviewing order records, warranty details, product inspections, or contacting you for more information.
-
Respond in full within 10 working days of acknowledgment wherever possible. If we need more time (for example, if we are awaiting parts or information from suppliers), we will keep you updated.
3. Resolution
We will aim to resolve your complaint in a fair and transparent manner. Depending on the situation, this may include:
-
Replacement or repair of a product
-
Refund (where applicable and within policy/warranty terms)
-
Explanation or corrective action
If your complaint relates to a product purchased prior to May 2025 (before IAP Fohen Ltd acquired the Fohen brand), we may need to refer you to the previous ownership company, Fohen Ltd, as we cannot accept liability for warranties or sales prior to our acquisition. However, we will do our best to assist you in contacting them.
4. Escalation
If you are not satisfied with our initial response, you may request a review by a senior member of our management team. Please email info@fohen.co.uk referencing your previous correspondence, and it will be escalated accordingly.
5. Further Advice
If you remain unhappy after our final response, you may wish to seek independent advice from Citizens Advice or Trading Standards.
Our Commitment
We take all feedback seriously and use it to improve our products and service. Our goal is always to resolve matters quickly, fairly, and professionally.