If something's not right, we'll put it right.
Most concerns are resolved with a single phone call or email. This page sets out exactly how we handle complaints about any order — sofas, chairs, tables, home accessories, patchwork furniture, leathers, beanbags, footstools, or storage boxes — the timeframes you can expect, and what independent options are available if we can't agree between us.
Email Us to Raise a ConcernEverything covered, in order
Our commitment to fair resolution
As a family-run workshop that has hand-built leather furniture for over 45 years, we know our reputation depends on how we handle things when they go wrong, not just on how well a sofa is finished. This page explains, honestly and without legal jargon, the steps we follow to resolve a complaint, how long each step should take, and what independent help is available if we cannot reach agreement between us.
Resolved directly, wherever possible
The vast majority of concerns — a delayed delivery date, a query about a leather match, a question about a guarantee claim — are resolved through a direct conversation with our team, without needing to reach a formal complaint at all.
A clear path if it isn't
Where a concern can't be resolved immediately, this page sets out a clear, staged process — from a written complaint through to independent options — so you always know what happens next and roughly when.
This Dispute Resolution page works alongside our Terms & Conditions, Cancellation Policy, and Returns & Refunds Policy. Nothing on this page reduces the rights described in those documents or your statutory rights under UK consumer law.
Who this page covers
Individual consumers
If you bought as an individual for your own home, this process, together with your statutory rights, applies in full — whether you ordered a standard stock item or a bespoke, made-to-order piece.
Hotels, bars, pubs and restaurants
Trade and hospitality clients follow the same fair, staged approach to raising and escalating a concern described in this page, alongside the individually agreed terms set out in your quotation, as explained in Section 06.
Step one — speak to us directly
Start every concern here. Most issues, including guarantee claims under Section 1.8 of our Terms & Conditions, are resolved at this stage.
Email us
slwchesterfields@icloud.com
Include your order reference, a description of the issue, and photographs if relevant.
Call us
+44 07947 700380
Mon–Fri, 09:00–18:00 (GMT), for a same-day conversation wherever possible.
Response time
We acknowledge every concern within 2 business days and aim to resolve straightforward issues within 7 business days of that acknowledgement.
Step two — formal escalation
If Step One doesn't resolve things to your satisfaction, you can ask for your concern to be formally reviewed.
Put it in writing
EscalationEmail us marking your message "Formal Complaint", summarising what has already been discussed, what outcome you're seeking, and any reference numbers from earlier correspondence.
Senior review
EscalationA senior member of our team, who has not previously handled your case, reviews the complaint, your order history, and any relevant photographs or delivery paperwork.
Written outcome
EscalationWe provide a written response, including our final position and reasoning, within 14 calendar days of receiving your formal complaint. Where more time is genuinely needed, we will tell you why and give a revised date.
Bespoke and Patchwork order disputes
Because Harlequin Patchwork Collection pieces and custom-leather orders are hand-built to your specification, disputes about them are handled with particular care.
Leather colour and texture queries
Because leather is a natural material, small variations in colour, grain, and texture between a sample or photograph and the finished piece are expected and are not, by themselves, a fault. If you believe a delivered piece is materially different from the sample or specification you agreed with us, tell us within Step One above and we will review it against your original order record.
Cancellation and production-charge disputes
If you dispute a charge applied after cancelling a bespoke order once production had begun, as described in our Cancellation Policy, we will show you the materials and labour position at the point you cancelled before confirming any final charge, and will listen to your account of events before finalising it.
This does not limit your rights: the bespoke nature of a Patchwork or custom-leather order never removes your right to a repair, replacement, price reduction, or refund if the piece is faulty, not of satisfactory quality, or not as described, under the Consumer Rights Act 2015.
Trade and hospitality contract disputes
Hotels, bars, pubs, and restaurants ordering bespoke banquette seating or fitted leather furniture are supplied under individually agreed written terms, since these projects are typically made-to-measure and installed on-site.
Contractual disputes
Any disagreement about specification, installation, deposits, or cancellation charges on a trade or hospitality order is handled first against the written quotation or order confirmation you agreed with us, following the same Step One and Step Two process described above.
Guarantee position for trade orders
Trade orders carry our one-year trade guarantee rather than the five-year consumer guarantee referred to in our Terms & Conditions. Any guarantee dispute is assessed against that trade guarantee and the terms confirmed in your order documentation.
Delivery, damage, and guarantee disputes
| Type of dispute | How we handle it | What we'll need from you |
|---|---|---|
| Delivery damage | Reviewed against delivery paperwork and any photographs taken at the time. | Photographs and a description, reported as promptly as possible after delivery. |
| Delayed delivery | Checked against the estimated manufacturing and delivery period confirmed at order, and any notified delays. | Your order confirmation and delivery booking details. |
| Guarantee claim | Assessed under our five-year structural guarantee (or one-year trade guarantee), following Section 1.8 of our Terms & Conditions. | Proof of purchase and a description of the fault, reported as soon as it becomes apparent. |
| Faulty or not-as-described goods | Assessed under the Consumer Rights Act 2015, including your short-term right to reject within 30 days. | Photographs, an order reference, and a description of how the item differs from what was agreed. |
Delaying a report does not forfeit your rights, but reporting an issue promptly helps us resolve it faster and, in the case of a guarantee claim, prevents avoidable further damage.
Your statutory rights
Nothing in this Dispute Resolution page, or in the process we follow, limits or replaces the legal rights you already have as a consumer.
Consumer Rights Act 2015
Your rights to a repair, replacement, price reduction, or refund where goods are faulty, not of satisfactory quality, or not as described.
Consumer Contracts Regulations 2013
Your 14-day change-of-mind cancellation right for eligible standard items, as explained fully in our Cancellation Policy.
Consumer Protection from Unfair Trading Regulations 2008
Your right to accurate, non-misleading product information, including about pricing, materials, and appearance.
Alternative and online dispute resolution
If we're unable to resolve a consumer complaint through Steps One and Two above, you have independent options outside of court, in line with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Alternative Dispute Resolution (ADR)
ADR allows an independent, certified body to help resolve a consumer dispute without going to court, usually at low or no cost to you. We are not currently a member of a specific certified ADR scheme. If your complaint has completed Steps One and Two without resolution, we will confirm in writing whether we are willing to use a named ADR provider for your particular dispute, or direct you to the Chartered Trading Standards Institute's directory of certified ADR providers for the furniture sector.
Online Dispute Resolution (ODR)
The European Commission's ODR platform is no longer available to traders or consumers based in the United Kingdom, following the UK's departure from the European Union. UK-based customers wishing to pursue a dispute independently should use the ADR route described above, or the courts route described in Section 10.
Small claims court, as a last resort
When this route is available
If a dispute remains unresolved after Steps One and Two, and ADR is not suitable or has not resolved matters, consumers in England and Wales can bring a claim through the small claims track of the County Court, generally for money claims up to £10,000, via Money Claim Online or your local County Court.
We would rather not reach this stage
Court action takes time and cost for both sides. We genuinely encourage you to use Steps One and Two, and the ADR options in Section 09, first — the overwhelming majority of disputes are resolved long before this point is ever reached.
Governing law and jurisdiction
We operate this website and our business from England, United Kingdom. Accordingly, any dispute relating to an order, this website, or these policies is governed by the laws of England and Wales. If you access this website or place an order from outside England and Wales, you do so on your own initiative, and you agree that the laws of England and Wales apply to any dispute between us, consistent with our Terms & Conditions.
How we update this page
We review this Dispute Resolution page periodically to keep it accurate and aligned with current UK consumer law. When we make a material change, we update the "Last updated" date at the bottom of this page. The version in force at the time your dispute arises is the version that applies.
Raise a concern with us
Phone
Business hours
Mon–Fri, 09:00–18:00 (GMT), Bolton, England
Company information
SLW Chesterfields, operated by Harlequin Chesterfield Sofa Ltd
- Registered company name
- Harlequin Chesterfield Sofa Ltd
- Company number
- 15921383
- Registered address
- 169 Tottington Road, Bolton, England, BL2 4DF, United Kingdom
- Workshop & trading address
- New Victoria Mills, Wellington Street, Bury, BL8 2A, United Kingdom
- Phone
- +44 07947 700380
For full contractual terms, see our Terms & Conditions. For order cancellation, see our Cancellation Policy. For returns outside cancellation, such as faulty goods, see our Returns & Refunds Policy. For how we handle your personal data, see our Privacy Policy.
All of our policies, in one place
Last updated and effective: July 24, 2026 — SLW Chesterfields, operated by Harlequin Chesterfield Sofa Ltd, Company No. 15921383. Registered address: 169 Tottington Road, Bolton, England, BL2 4DF, United Kingdom.