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How to Complain to Magnet
Magnet's dispute process describes four stages: your store, then Customer Care at head office, then the Furniture and Home Improvement Ombudsman, then its Head of Customer Care. It says the store and head office will each give an initial response or acknowledgement within 1 working day. If it is not put right, you can take it to The Furniture & Home Improvement Ombudsman.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Magnet
How to Complain
Magnet's dispute process describes four stages: your store, then Customer Care at head office, then the Furniture and Home Improvement Ombudsman, then its Head of Customer Care. It says the store and head office will each give an initial response or acknowledgement within 1 working day. source
When You Can Escalate
After you have a deadlock letter from the business, or three months after raising the complaint, whichever is sooner Scheme: The Furniture & Home Improvement Ombudsman. source
Your Basic Rights
What Goods Must Be
Goods you buy from a business must be as described, of satisfactory quality and fit for their purpose (Consumer Rights Act 2015). Your contract is with the seller, not the manufacturer, so the seller is the one to complain to. source
What Is Not Covered
The rules do not cover a fault you were told about before you bought, or one you should have seen if you examined the goods before buying. Ordinary wear and tear and damage you caused are not faults either. source
Time Limit for Claims
You can generally take legal action for goods problems up to 6 years after you paid in England and Wales, and 5 years in Scotland. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysReject a faulty item for a full refund30 days from delivery, or from when any installation is finished
- 6 monthsFault presumed to have been there from the startFaults that appear within 6 months of delivery
- 14 daysRefund once agreedWithin 14 days of the seller agreeing you are entitled to one
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Magnet in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to The Furniture & Home Improvement Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. Most are free; court claims have fees.
Magnet Complaints
Always start here, in writing.
The Furniture & Home Improvement Ombudsman
Once Magnet has had its chance. See When You Can Escalate under Your Rights.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Small Claims Court
A last resort if nothing else works. Citizens Advice explains when it is worth it.
Good to Know
Small things that make your complaint stronger.
Magnet's process says the Ombudsman stage does not apply to trade purchases. For purchases on Magnet-arranged finance you can go to the credit provider and then the Financial Ombudsman Service within six months of the final response.
Complain to the retailer that sold you the goods, not the manufacturer. Your contract is with the seller.
Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods for a refund, and up to 6 months in which a fault is presumed to have been there from the start.
If you paid by credit card, think about a Section 75 claim. For debit cards, a chargeback.
Consumer Protection UK is independent and is not connected to Magnet. This guide uses information published by Magnet and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- magnet.co.uk/globalassets/customer-dispute-resolution-process-100726.pdf Checked 4 October 2026
- fhio.org/members/magnet-limited Checked 4 October 2026
- fhio.org/faqs/for-consumers/when-can-you-raise-a-complaint-with-us Checked 4 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- legislation.gov.uk/ukpga/2015/15/section/9 Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 4 October 2026