Data Storage and Retention –

We take your privacy and data protection seriously. All personal data collected and processed by Furniture London Ltd is stored securely within the United Kingdom (UK) and/or the European Economic Area (EEA). We do not routinely transfer personal data outside of the UK or EEA. 

In the event that a data transfer outside these regions becomes necessary (for example, due to a third-party service provider’s data hosting arrangements), we will ensure that appropriate safeguards are in place in accordance with the UK GDPR and Data Protection Act 2018 — such as adequacy decisions or standard contractual clauses approved by the Information Commissioner’s Office (ICO).

We only collect and retain personal data that is relevant and necessary for the purposes for which it was obtained. 

Personal data is typically retained for no longer than six (6) years from the date of the last transaction or our last interaction with you, unless a longer retention period is required or permitted by law (for example, for regulatory or accounting purposes). After this period, data is securely deleted or anonymised.

The following narrative needs to be included in your Complaints Policy –

Complaints Policy –

On the rare occasion that we do receive a complaint; we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us, you may contact us in any way you prefer. Our contact details are as follows; 

Phone: <<Your Telephone Number>>

Email:  <<Your email address for complaint>>

Address:  <<Your Address>>

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase, please contact First Call Group Limited, our FCA Principal, their telephone number is 0191 249 8188. 

If you have an issue with a product purchased via finance and *insert your company name here* have been unable to resolve your issue, please contact First Call Group Limited (FCG) using the following link

https://www.financeworks.co.uk/register-an-issue

Or email: complaints@fcgltd.co.uk

Or call: 0191 249 8188

What to do if you can’t reach an agreement?

First Call Group have 8 weeks to issue you with a final response but may do so sooner. After the final response has been issued, if you are not satisfied with First Call Group’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of First Call Group Limited’s final response letter to you. This may be in the form of an email, call or letter.

They Financial Ombudsman Service can be contacted in the following ways: 

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Telephone: 0300 123 9 123

E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service

Website: www.financial-ombudsman.org.uk.