Complaints Policy

Last updated: 19/06/2026

This policy applies to https://www.oti.co.uk/ , operated by Leeds Plywood & Doors Limited, trading as Oti ("we", "us", "our"). It explains how to raise a complaint with us, what you can expect from our internal complaints process, and what happens if we are unable to resolve your complaint. It should be read alongside our Terms and Conditions and our Returns and Refunds Policy.

Nothing in this policy affects your statutory rights, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. What This Policy Covers

This policy applies to any complaint about:

  • an order, product, or delivery;

  • the quality, condition, or description of goods;

  • our customer service; or

  • any other aspect of your experience with us.

If your complaint relates to a fault, damage, or misdescription in your Goods, or to cancelling an Order, please also see clause 9 and clause 8 of our Terms and Conditions and our Returns and Refunds Policy, which set out your specific statutory remedies in more detail. This policy covers the process for raising and resolving a complaint generally; it does not change or limit those statutory rights.

2. How to Complain

You can raise a complaint with us by:

Please provide your order number, a description of the issue, and, where relevant, photographs. This helps us investigate and respond more quickly.

3. What Happens Next

We aim to handle every complaint fairly, promptly, and consistently. Our process is:

Acknowledgement. We will acknowledge your complaint within 2 working days of receiving it.

Investigation. We will look into your complaint and, where necessary, contact you for further information. We aim to provide a full response, or a clear update on next steps, within 10 working days of acknowledgement.

Resolution. Depending on the nature of your complaint, resolution may include a repair, replacement, refund, price reduction, or other appropriate remedy in line with your statutory rights, or a goodwill gesture where appropriate. We will explain the reasoning behind our decision.

Escalation. If you are not satisfied with the initial response, you can ask for your complaint to be escalated to a senior member of staff / management. We will review the complaint afresh and respond within 10 working days.

If, having completed the above stages, we are unable to resolve your complaint to your satisfaction, we will confirm this to you in writing (by email or letter), together with information about your options for taking the matter further, as set out in section 4 below. This is the point at which we consider our internal complaints process exhausted.

4. If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint through the process above, we will, in accordance with Part 4, Chapter 4 of the Digital Markets, Competition and Consumers Act 2024, inform you of any Alternative Dispute Resolution (ADR) or other arrangement available to you, and confirm whether we are willing to participate. Full detail on our position on ADR is set out in clause 17 of our Terms and Conditions.

You may also be able to:

  • contact the Citizens Advice consumer helpline for free, impartial guidance;

  • refer your complaint to an accredited ADR provider, even if we choose not to participate, a full list is maintained by the Chartered Trading Standards Institute (CTSI) at https://www.tradingstandards.uk/consumer-help/adr-approved-bodies/;

  • report concerns to your local Trading Standards service, which enforces consumer protection law, though it does not resolve individual disputes on a consumer's behalf.

If you paid for all or part of your Order using a credit card, or a Buy Now Pay Later / Deferred Payment Credit provider, you may have additional rights against the card issuer or credit provider in certain circumstances. Any dispute about the credit agreement itself should be raised directly with that provider.

5. Complaints About Data Protection

If your complaint relates to how we have handled your personal data, please see our Privacy Policy. You also have the right to complain to the Information Commissioner's Office (ICO) at https://ico.org.uk, or by phone on 0303 123 1113, if you are unhappy with how we have handled your personal data.

6. How We Use Complaint Information

We keep a record of complaints, including how they were resolved, to help us identify recurring issues and improve our products and service. Complaint records are handled in accordance with our Privacy Policy and UK data protection law.

7. Reviewing This Policy

We review this policy periodically to make sure it reflects our current process and applicable law, and will update it as needed.