Complaints
If something isn’t right with your Casana order, we want to hear about it. The process is straightforward: tell us what happened, we’ll look into it and aim to resolve things quickly and fairly. If you remain unhappy after our final response, we’ll explain your independent options.
1. Our Approach to Complaints
We take all complaints seriously and try to resolve issues as early as possible, ideally with the team you were already speaking to. If the issue needs deeper investigation, we’ll review it carefully and keep you updated.
Your statutory rights under UK consumer law always apply alongside this process.
2. How to Make a Complaint
If you’re unhappy with any part of your experience, please contact us as soon as you can.
You can reach us by email, phone or post:
Email: contact@casanainteriors.co.uk
Telephone: 01925 594 254
Post: Douglas House, Green Street, Wigan, WN3 4DQ
To help us respond quickly, please share your name and contact details, your order number, a clear description of what went wrong and any photos or documents that support your complaint.
If your concern relates to damage or faults, our Delivery, Returns and Warranty pages explain specific reporting timeframes that help us resolve issues efficiently.
3. What Happens Next
We follow a simple three-stage process.
Step 1: Acknowledgement
We normally acknowledge complaints within two working days and confirm who is handling your case.
Step 2: Investigation
We review your order history, speak to the relevant teams and look at any photos or documents you’ve sent. If we need more information, we’ll get in touch.
Step 3: Response
We aim to provide a full response within 14 days wherever possible. If the matter is complex or we are waiting for information from a delivery partner or manufacturer, we may need more time. We’ll explain what we’ve found, any remedy we’re offering and what to do if you’re not satisfied.
4. If You’re Still Unhappy
If you feel your complaint has not been resolved, you can request an escalation. A senior team member or manager who was not involved in the original decision will review the case and issue a final response.
We’ll tell you clearly when the complaint has reached the “final response” stage and outline any independent next steps available to you.
5. Alternative Dispute Resolution (ADR)
ADR schemes offer independent help for resolving disputes between consumers and businesses without going to court.
We are not currently required to use a specific scheme, and some ADR providers can only act where the business is a member. If we join an approved scheme, we will add the details here.
You can also seek free advice at any time from Citizens Advice, or obtain legal advice if you are considering court action.
Your right to pursue a claim through the courts is not affected by whether you use ADR.
6. Complaints About Data & Privacy
If your concern relates to personal data, please refer to our Privacy Policy first.
You can raise a privacy complaint by emailing: contact@casanainteriors.co.uk
We may need to request proof of identity.
If you are not satisfied with the outcome, you can contact the Information Commissioner’s Office (ICO): www.ico.org.uk or 0303 123 1113.
7. Contact Our Support Team
If you’d like to make a complaint or need help with an issue:
Email: contact@casanainteriors.co.uk
Telephone: 01925 594 254
Post: Douglas House, Green Street, Wigan, WN3 4DQ
We’re here to help and will always do our best to resolve things promptly and fairly.