Legal & Information

Complaints Procedure

We aim to deal with questions, concerns and complaints calmly, fairly and professionally. If something does not feel right, we want to understand it and put it right where we should.

This procedure covers all Redwood Kitchens projects and Redwood Select worktop orders. Kitchen projects involve many connected parts: design, product supply, delivery, installation, existing property conditions and the trades we coordinate.

Nothing in this procedure affects your statutory rights.

Our approach

We aim to handle every concern in a way that is clear, fair, evidence-led and focused on a practical resolution. Many issues can be resolved quickly through normal conversation. If you would like a concern treated as a formal complaint, please tell us and we will log and handle it as one.

What this procedure covers

This procedure covers concerns about design or specification, supply of goods, installation workmanship, project timing, variations, snagging, completion, aftercare, warranty support, communication and customer service.

Some concerns involve suppliers, manufacturers or specialist trades. Where relevant, we will involve them, but your contract is with us and we will manage the process.

Issues after completion

If you report an issue after completion, we will normally start by assessing it through our aftercare and warranty process, using your description and photographs, our project records and relevant manufacturer guidance. See our Ownership & Warranty Guide.

Some issues turn out to be manufacturer, care or maintenance matters, or the result of later works. We will explain our assessment clearly. If you are not satisfied with our assessment or proposed resolution, you can ask for it to be handled as a formal complaint under this procedure.

How to raise a concern

Please contact us as soon as reasonably possible after you notice the issue. It helps if you include:

• your name and project address
• a clear description of the concern and when you first noticed it
• photographs, ideally at least one close-up and one wider view showing the surrounding area
• any relevant documents or messages
• the outcome you are looking for

Send formal complaints by email, phone or post using the complaints contact details at the top of this page. If writing, please mark your letter as a complaint.

You can raise a complaint by phone, in writing or by email, and someone else, such as a family member, can raise it on your behalf with your permission. If you need any help or adjustments to make a complaint, please let us know.

What happens next

Acknowledgement. We will acknowledge your complaint within 5 working days. Urgent or safety-related issues will be prioritised.

Review and assessment. We will review project records and the information you have provided, and where needed arrange an inspection or seek input from suppliers, manufacturers or specialist trades.

Full response. We aim to give you a full written response within 20 working days. If we need longer, for example while awaiting a manufacturer’s assessment, we will tell you why and keep you updated.

Resolution. Our response may include explanation, adjustment, repair, replacement, a manufacturer claim or other agreed action. If we do not consider the issue to be our responsibility, we will explain our reasons clearly.

Completion and statutory rights

Completion, handover or snagging records, including your signature on them, do not affect your statutory rights. Unresolved snagging can still be recorded and dealt with after completion.

If we cannot resolve your complaint

If you are not satisfied with our full response, you can ask for a senior review by a director of SystemXL Ltd. If the complaint still cannot be resolved, we will write to you by letter or email confirming that we cannot settle it and giving you the name and website of a certified Alternative Dispute Resolution (ADR) provider able to consider it.

Alternative Dispute Resolution

ADR is a way of resolving disputes through an independent body, without going to court.

Certified ADR provider: to be confirmed. This page will be updated shortly with the provider’s name and website.

ADR is voluntary for you. Using it does not prevent you from taking other action, including a claim through the courts, and does not affect your statutory rights.

For free, independent consumer advice, contact the Citizens Advice consumer helpline on 0808 223 1133 or visit citizensadvice.org.uk.

Your information

To deal with your complaint, we may review and keep relevant project records, photographs and messages. This information is handled in line with our Privacy Notice. Privacy requests can be sent to privacy@systemxl.co.uk.

Professional membership

SystemXL Ltd is a BIFIS-registered fitted interiors business (membership N285085). We follow the BIFIS Code of Conduct, which includes handling complaints professionally and using ADR where a complaint cannot be resolved directly. More about our BIFIS registration

Last updated: 1 November 2026