Contractual Issues and Complaints

When a claim is made in respect of damaged carpet to the insurer, arrangements will be made directly with the retailer to carry out the replacement. The contract is therefore between the insurer and the retailer and is covered by the provisions for the Financial Services Authority, commonly known as the FSA.

Complaints about the conduct of the insurer should be made to the insurer or the FSA - or both. Complaints about the retailer should be made to the insurer.

The replacement of carpet by a Carpet Foundation Member retailer is not covered by the OFT Approved Code of Practice.