Escalation Procedure | Artisan Furniture
Escalation Procedure
We are sorry you have landed on this page. If you are here, it means something has gone wrong, and you are unhappy with an aspect of our service, operations, merchandise, business relationship or other matter relating to Artisan Furniture.
We take concerns seriously and aim to resolve them fairly, consistently and within a reasonable timeframe through our formal escalation process.
This is our Standard Operating Procedure (SOP) for complaints and disputes. It is designed to ensure that every query is addressed fairly, reviewed by the right people, and escalated through appropriate levels of responsibility — whether the issue relates to products, fulfilment, administration, or wider operational matters.
Who Can Raise a Grievance
Any customer, supplier, business partner, employee, worker or other stakeholder who believes they have been adversely affected by the Company's activities, products, services, business practices or conduct may raise a grievance.
A grievance may relate to matters including:
- products or product quality;
- fulfilment, delivery or service;
- administrative or commercial matters;
- employment or workplace concerns;
- business conduct or ethical concerns;
- environmental or social impacts; or
- other matters that fall within the Company's responsibility or influence.
The Company will assess each submission fairly and in good faith. Matters that are clearly outside the Company's responsibility, are not capable of being addressed through this process, or do not constitute a genuine grievance may not be accepted as a formal grievance. Where appropriate, the person raising the matter will be informed of this decision and the reason.
How to Raise a Grievance
Stakeholders should raise their concern through the Company's available support or communication channels and clearly identify the matter as a "Complaint" or "Grievance".
Where appropriate, stakeholders should provide sufficient information and supporting documentation to allow the Company to understand and investigate the matter.
All grievances will be handled fairly and, where reasonably practicable, confidentially.
Stage 1 – Support Desk
Your first point of contact is our Support Desk, where our trained team members will log your complaint and work with you to find an appropriate resolution.
- Please raise a support ticket and clearly mark it as “Complaint.”
- At this stage: the complaint will be recorded and reviewed;
- relevant information will be gathered;
- the appropriate internal team may be consulted; and
- the Support Desk will seek to resolve the matter where possible.
- If the complaint relates to a product issue, such as quality, finish, packaging or polishing, the relevant quality, packaging or production teams may be consulted.
- If the complaint involves fulfilment delays or errors, the relevant fulfilment centre team may be contacted to provide information and assistance.
Stage 2 – Manager – Backend Operations
If you are not satisfied with the initial handling or resolution, the case can be escalated internally to the Manager – Backend Operations.
Alternatively, you may escalate directly by:
- labelling your message "Complaint – Manager"; and
- emailing backend@artisanfurniture.net.
At this stage, the Manager – Backend Operations reviews the full case history and calls in cross-functional expertise where needed:
- Product-related issues may involve factory operations in Jaipur;
- Fulfilment-related issues may involve leadership from the relevant regional fulfilment hub; and
- Administrative, account or programme matters may involve our London headquarters or relevant overseas office.
Stage 3 – Managerial Desk
If you still feel unsatisfied with the resolution offered at Stage 2, your complaint can be escalated to the Managerial Desk, where it is reviewed independently of the support desk by a General Manager or senior officer.
- Please email your escalation to info@artisanfurniture.net
- At this stage, the case may receive broader internal review, including input from:
- Jaipur factory operations;
- Quality Control and Production;
- London headquarters;
- relevant compliance or administrative teams; and
- regional fulfilment leadership.
The review will take into account the nature and circumstances of the complaint, including whether it relates to a Dropship, Trader, Wholesale, bespoke project or other business relationship.
Target Timelines
The Company aims to manage grievances promptly and proportionately.
Our target timelines are:StepTarget timeframeAcknowledgement of grievanceWithin 5 working daysInitial assessmentWithin 10 working daysInvestigation / reviewNormally within 20 working daysCommunication of outcomeNormally within 30 working days of receipt
Some matters may require additional time where they are complex, involve multiple teams or locations, or require additional information.
Where a matter cannot reasonably be resolved within the target timeframe, the complainant will be informed of the reason for the delay and, where reasonably practicable, provided with an updated expected timeframe.
Communication During the Process
We will keep the complainant appropriately informed during the grievance process.
This may include:
- confirmation that the grievance has been received;
- communication of material developments;
- requests for additional information where required;
- notification of significant delays or changes to the expected timeframe; and
- communication of the final outcome.
Once the review is complete, the Company will communicate the outcome to the complainant and, where appropriate, any corrective or remedial action that has been agreed.
The Company will confirm when the grievance process has been concluded.
Where a submission is not accepted as a formal grievance, the complainant will be informed of this decision and, where appropriate, the reason why the matter has not been accepted.
Resolution
The Company will seek to resolve grievances fairly and proportionately.
Depending on the nature of the matter, resolution may include:
- correction of an error;
- replacement or rectification;
- operational or service improvements;
- corrective action;
- clarification of information;
- changes to internal processes; or
- another appropriate remedy or response.
The appropriate resolution will depend on the facts and circumstances of each case.
The Company will consider relevant evidence and information before reaching an outcome.
The Company's internal grievance process is considered complete once the final review and outcome have been communicated to the complainant.
This does not prevent a stakeholder from exercising any rights or remedies available to them under applicable law.
Protection from Retaliation
- The Company does not tolerate retaliation, discrimination, intimidation or adverse treatment against any stakeholder who raises a grievance or concern in good faith.
- Stakeholders may raise concerns without fear of retaliation.
- Information relating to a grievance will be handled confidentially to the extent reasonably practicable and will only be shared with individuals who need the information to assess, investigate or resolve the matter, subject to applicable legal and operational requirements.
- Any allegation of retaliation connected with the raising of a grievance will itself be treated as a matter requiring review.
Important Notice
Effective January 1st, 2025, we no longer handle escalations via telephone. Complaints and grievances should follow the escalation process outlined above.
This ensures that:
- concerns are properly recorded;
- relevant evidence and information can be reviewed;
- the appropriate specialists and management teams can be involved;
- stakeholders are treated fairly and consistently; and
- the Company can maintain an appropriate record of the matter and its resolution.
Thank you for your understanding and cooperation.