COMPLAINTS POLICY

Effective Date: 29 June 2026

At DreamNap, we are committed to providing high-quality products and excellent customer service. If something goes wrong, we want to resolve the issue as quickly and fairly as possible.

This Complaints Policy explains how you can make a complaint, how we will investigate it, and what you can expect from us.

1. Company Information

DreamNap is a trading name of:

BEDS NEST LIMITED

Company Number: 13303638

Registered Office:

Unit 1 Hoyle Head Mills

New street, Earlsheaton

Dewsbury

WF12 8JJ

Email:

dreamnap26@gmail.com

2. Our Commitment

We aim to:

Treat every customer fairly and respectfully.
Investigate complaints promptly.
Keep you informed throughout the process.
Resolve issues as quickly as reasonably possible.
Learn from feedback to improve our products and services.

3. How to Make a Complaint

If you are unhappy with any aspect of our products or service, please contact us by email.

To help us investigate your complaint, please provide:

Your full name
Order number (if applicable)
Contact details
A description of the issue
The date the issue occurred
Photographs (where relevant)

Providing complete information helps us resolve your complaint more quickly.

4. What Happens Next

Once we receive your complaint, we will:

Acknowledge receipt as soon as reasonably practicable.
Review the information provided.
Contact you if additional information is required.
Investigate the matter.
Inform you of the outcome and any proposed resolution.

Where appropriate, we may also contact our manufacturers or delivery partners as part of our investigation.

5. Response Times

While some complaints can be resolved quickly, more complex cases may require additional time.

Our aim is to:

Acknowledge complaints within 2 working days.
Provide an update if further investigation is required.
Resolve complaints as quickly as reasonably possible.

Timescales may vary depending on the nature of the complaint and whether information is required from third parties.

6. Product Complaints

If your complaint relates to a product, we may request:

Photographs of the issue.
Details of when the problem first occurred.
Information about how the product has been used.
Additional evidence where necessary.

In some cases, we may arrange an inspection before deciding how to resolve the matter.

7. Delivery Complaints

If your complaint concerns delivery, please include details such as:

Delivery date
Delivery address
Courier information (if available)
Photographs of any damage
Details of any missing items

We will investigate the matter with the relevant delivery provider where appropriate.

8. Possible Outcomes

Depending on the circumstances, we may offer:

Advice or guidance.
Replacement parts.
Repair.
Replacement product.
Partial refund.
Full refund.
Another suitable resolution agreed with you.

The outcome will depend on the facts of each individual case and your legal rights.

9. Faulty Goods

If your complaint relates to goods that are faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 will apply.

Nothing in this policy limits or excludes your statutory consumer rights.

10. Customer Responsibilities

To help us investigate your complaint, we ask that you:

Provide accurate information.
Respond to requests for additional details.
Allow reasonable access for inspection where required.
Keep any affected products available until the investigation is complete.

11. Respectful Communication

We understand that complaints can be frustrating, and we are committed to treating all customers with courtesy and respect.

We ask that customers communicate with our team in the same manner.

We reserve the right to end communications where there is:

Abusive language.
Threatening behaviour.
Harassment.
Discriminatory or offensive comments.
Repeated unreasonable or vexatious complaints.

This does not affect your legal rights or our obligation to deal fairly with genuine complaints.

12. Alternative Dispute Resolution

We hope to resolve all complaints directly.

If we are unable to reach a satisfactory resolution, you may wish to seek independent advice or use an appropriate alternative dispute resolution (ADR) service where available.

Participation in ADR will depend on the circumstances and any legal requirements applicable at the time.