Treating Customers Fairly Policy

Our commitment

At Bathroom City, treating customers fairly isn't a policy we take off the shelf once a year — it's how we run the business every day. From the first phone call to the final delivery, every interaction is guided by the same principle: treat people the way you'd want to be treated if you were the one spending your money. We follow the six consumer outcomes set out by the Financial Conduct Authority (FCA) and apply them across everything we do — in our showroom, on our website, through our customer care team, and across every finance application we process.

Our principles

1. Fair treatment is embedded in our culture

Fair treatment starts with the people who work here. Every member of the Bathroom City team — from the showroom floor to customer services to our warehouse — is trained to act with honesty, integrity and care. We don't incentivise staff to push products that aren't right for the customer. We don't use high-pressure sales tactics. We don't set targets that reward volume over suitability. Our team is measured on the quality of the experience they deliver, not just the value of the sale. Fair treatment isn't a department — it's a standard that applies to everyone.

2. Products and services are designed to meet customer needs

We stock a wide range of bathroom products across different styles, sizes, price points and room types so that customers can find solutions that genuinely suit their space, their budget and their taste. Our collections are organised by room type, style and colour to help customers navigate to the right products without being overwhelmed. We don't promote products that are unsuitable for the customer's stated needs, and our showroom team is trained to listen to requirements before making recommendations.

3. Customers receive clear, accurate information

Every product on our website includes accurate descriptions, dimensions, specifications and imagery so customers can make informed decisions before they buy. Prices are displayed clearly including VAT. Delivery costs and timescales are communicated before checkout. Any limitations, exclusions or conditions — such as items that require professional installation, products sold without taps or wastes, or items that are made to order and non-returnable — are stated clearly on the product page. We don't hide important information in small print or bury terms that affect the customer's purchase.

4. Communication is timely and transparent

We keep customers informed at every stage of their journey with us. Order confirmations are sent promptly. Delivery updates are provided in advance. If there's a delay, a stock issue or a problem with an order, we contact the customer as soon as we're aware rather than waiting for them to chase us. Our customer care team responds to all emails within two working days, Monday to Friday, and our phone lines are staffed during business hours for customers who prefer to speak to someone directly.

5. Advice and guidance is suitable and honest

When customers ask for advice — whether in our showroom, over the phone or by email — we give recommendations based on their specific circumstances, room dimensions, budget and preferences. We don't recommend products because they carry a higher margin. We don't upsell items the customer doesn't need. If a cheaper product does the same job as a more expensive one for a particular customer's situation, we say so. If a product isn't suitable for the customer's room size or plumbing setup, we tell them before they buy rather than letting them find out after delivery.

6. Products perform as described and meet expectations

We stand behind the quality of every product we sell. Items are described accurately so that what the customer receives matches what they expected when they ordered. Where products are sourced from third-party manufacturers, we work with reputable suppliers whose quality standards align with our own. If a product arrives damaged, faulty or not as described, we resolve the issue promptly — whether that means a replacement, a repair or a refund.

7. Customers can change their mind, cancel or complain without difficulty

We make it straightforward for customers to return products, cancel orders and raise complaints. Our returns policy is clearly stated on our website and provided with every order. Customers don't have to navigate complicated processes, fill in excessive paperwork or make multiple phone calls to exercise their rights. Cancellation requests are processed promptly. Refunds are issued within the timescales required by consumer protection law. We don't penalise customers for changing their mind within their legal rights.

8. Complaints are handled fairly and promptly

We take every complaint seriously and treat it as an opportunity to put things right. Complaints can be made by phone, email or in person at our showroom. Every complaint is acknowledged promptly, investigated thoroughly and resolved as quickly as possible. If we're at fault, we say so and we fix it. If a complaint requires escalation, we have a clear internal process to ensure it reaches the right person. We log all complaints and review them regularly to identify patterns and improve our service. If a customer remains unsatisfied after our internal complaints process, we provide clear information about their options for further recourse, including relevant ombudsman services and alternative dispute resolution.

Finance options

We work in partnership with FCA-authorised finance providers to offer flexible payment options including interest-free credit and interest-bearing finance on qualifying orders. We are committed to responsible lending and ensuring that finance is only offered to customers for whom it is suitable and affordable.

Before any finance agreement is entered into, we ensure that customers clearly understand the total amount payable, the interest rate (APR), the number and value of repayments, the duration of the agreement, any fees or charges, their right to withdraw from the agreement within the 14-day cooling-off period, and the consequences of missing payments. All finance applications are subject to status and affordability checks carried out by our finance partners. We do not encourage customers to take on finance that is beyond their means, and we will not proceed with a finance application where we have reason to believe the customer has not fully understood the terms.

Customers who take out a finance agreement have the right to settle early, make overpayments, or withdraw within the statutory cooling-off period without penalty. These rights are communicated clearly at the point of sale and within the finance documentation provided.

Vulnerable customers

We recognise that some customers may be in vulnerable circumstances — whether due to age, health, disability, financial difficulty, bereavement or other life events — and that these circumstances may affect their ability to make decisions or engage with us in the usual way. Our team is trained to identify signs of vulnerability and to respond with additional care, patience and flexibility.

For customers we identify as potentially vulnerable, we take extra steps to ensure they understand the information we're providing, give them additional time to make decisions without pressure, offer alternative communication methods if needed, and involve a trusted friend, family member or carer in conversations where the customer wishes. We will never knowingly take advantage of a customer's vulnerable circumstances.

Data protection and privacy

We handle all customer data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal information collected during purchases, finance applications, consultations and website interactions is stored securely, used only for legitimate business purposes, and never sold or shared with third parties for marketing purposes without the customer's explicit consent. Customers have the right to access, correct or request deletion of their personal data at any time. Full details are set out in our Privacy Policy.

Monitoring, training and review

Fair treatment isn't something we set and forget. We actively monitor our performance against these principles through regular staff training and refresher sessions on FCA consumer outcomes and treating customers fairly obligations, ongoing review of customer feedback, complaints data and Trustpilot reviews, internal audits of our sales processes, finance procedures and customer communications, mystery shopping and quality assurance checks, and management review of any trends or recurring issues identified through complaints or feedback.

Our senior leadership team is responsible for ensuring that treating customers fairly remains central to how Bathroom City operates. Any member of staff who identifies a concern about fair treatment is encouraged to raise it through our internal reporting process without hesitation.

Your rights

As a Bathroom City customer, you have the right to clear, honest information about our products and services, to be treated with respect and fairness at every stage, to receive products that match their description and meet reasonable expectations, to change your mind and return products within the terms of our returns policy, to cancel a finance agreement within the 14-day cooling-off period, to raise a complaint and have it handled promptly and fairly, and to escalate unresolved complaints to the relevant ombudsman or alternative dispute resolution service.

Contact us

If you have any questions about this policy or would like to raise a concern about how you've been treated, please contact our customer care team on 0121 753 0700 or by email. We take all feedback seriously and will respond within two working days.