Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all issues we receive seriously and aim to resolve all our customers problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure that we continually improve the service we offer.
What will happen if you make a complaint
a. We will acknowledge your feedback promptly
b. We aim to resolve all issues as quickly as possible
Most of our customers concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response.
What to do if you wish to make a complaint
If you are unhappy with any aspect of the handling of your service with us we would encourage you, in the first instance, to seek resolution by contacting us on 0344 561 1234, or in writing either via our website or by letter addressed to Currys Customer Focus Team, PO Box 194, Cramlington, NE23 0DA.
If you are still unhappy after you have received a final resolution letter from Currys or eight weeks has passed since your original complaint was received, you have the right to refer your complaint to Consumer Arbitration. Consumer Arbitration is an Alternative Dispute Resolution​ scheme, operated by Consumer Dispute Resolution Limited (CDRL), to which Currys subscribes. You will need to refer your complaint within one year of the date of the final resolution letter or, if you have not received one, within one year of the date we received your original complaint.
Complaints can be raised to Consumer Arbitration in the following ways:
- Online - via Consumer Arbitration’s online complaint form which can be accessed at www.cdrl.org.uk/consumer-arbitration/ - Please select Currys from the dropdown link and then when prompted to enter your plan reference number
- In writing by post –in order to accept your complaint, Consumer Arbitration requires you to post it a completed paper complaint form to: Consumer Dispute Resolution Limited, Unit 5 Homelands, Higher Union Road, Kingsbridge, TQ7 1EQ. This form can be accessed and downloaded via www.cdrl.org.uk/consumer-arbitration/
- If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, Consumer Arbitration is able to discuss your request for assistance via telephone at 0203 540 8063, which operates, Monday, Tuesday, Thursday and Friday 9:30am-12:30pm. Consumer Arbitration has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.
Please be aware that when submitting your Consumer Arbitration complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.
Once you have submitted your complaint form, Consumer Arbitration will complete an initial assessment of your complaint and refer it to Currys to request our response within 21 days.
Administration fee: A one-off administration fee is payable to CDRL when you submit your claim (£10 for disputes up to £750, or £25 for disputes over £750). If the Arbitrator finds in your favour, Currys will refund the fee directly to you within 28 days of the Award. The fee is not refunded if your claim is unsuccessful.
Should you have any questions, Consumer Arbitration has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at support.cdrl.org.uk/.
