Matercraft Kitchens
Complaints Policy
Mastercraft Kitchens is the trading name of Mastercraft Manufacturing Ltd. We design, manufacture and install bespoke fitted kitchens, and we are committed to providing products, workmanship and service of a high standard.
A new kitchen is a major project within your home. It can involve design work, made-to-measure furniture, appliances, worktops, electrical work, plumbing, plastering, tiling, flooring, building work and several different trades. We work hard to manage this process carefully, but there may occasionally be times when something does not go as planned.
If you are unhappy with any part of our service, product supply or installation work, we want to know about it so we can look into the matter and respond fairly.
How to raise a complaint
If the issue is simple, we will usually try to resolve it quickly by phone or email. Please explain clearly what the problem is and what you would like us to do.
If the issue cannot be resolved easily, or if your complaint is more detailed, please put your complaint in writing so that we can review it properly.
You can contact us using one of the methods below.
By telephone:
0800 345 7655
By post:
Customer Service Department
Mastercraft Kitchens
1 Imperial Court
Exchange Street East
Liverpool
L2 3AB
Through our website:
Please use the contact form on our Contact Us page.
Our aftersales service is open from 9.00 am to 5.00 pm, Monday to Friday. We are closed for aftersales calls on Saturdays, Sundays and Bank Holidays.
Information we need from you
To help us investigate your complaint, please provide the following information:
- Your full name and address
- Your Mastercraft contract number, where available
- The best way to contact you
- The name and contact details of anyone authorised to speak on your behalf
- A clear description of your complaint
- Details of what you would like us to do to resolve the issue
- Copies of any relevant photographs, emails, documents or supporting information
The more information you provide, the easier it will be for us to review the matter fully.
What we will do
We will investigate your complaint carefully, fairly and impartially. Where necessary, we may ask you for further information, review your contract documents, speak to members of our team, contact suppliers or arrange for the relevant work or product issue to be inspected.
We will take into account the information available to us, the terms of your contract, the nature of the work carried out and any relevant product or manufacturer information.
We may not always be able to provide the outcome you are asking for, but we will explain our decision clearly.
Response times
We will aim to acknowledge written complaints within 5 working days.
We will then aim to provide a full response within 20 working days, where reasonably possible. If the matter is complex, or if we need information from a supplier, manufacturer, installer or third party, it may take longer. If this happens, we will let you know and keep you updated.
Review by a senior representative
If you are not satisfied with our response, you may ask for the complaint to be reviewed by a senior representative within the company.
Please explain why you remain dissatisfied and include any further information you would like us to consider.
A senior representative will review the matter and provide a further response once the review has been completed.
Our aim
Our aim is to deal with complaints in a fair, practical and transparent way. We will always try to reach a sensible outcome based on the facts, the contract, the work carried out and the evidence available.
