We want to make sure you’re happy when you buy with us. If you’re not satisfied with your purchase, please contact our customer experience team on our live chat channel and via email during these hours:

• Monday to Thursday 9am - 8pm
• Friday and Saturday 9am - 5pm 

For emails, please reach out to us at complaints@simbasleep.com. 

If you’d like for us to give you a call, please request one in your email and we'll get back to you as soon as possible. You can also arrange a callback using our live chat service.  

V12 Retail Finance

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we’ll forward it on to your finance provider, V12 Retail Finance. V12 will acknowledge your complaint, investigate it thoroughly and issue their response within eight weeks.

What can I do if I can’t reach an agreement on my complaint?

If you’re not satisfied with V12’s response to your finance agreement complaint, you may be able to refer the matter to the Financial Ombudsman Service. Just make sure you contact them within six months of V12’s final response letter to you.

They can be contacted as follows:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR 
Telephone: 0300 123 9 123 
E-mail: complaint.info@financial-ombudsman.org.uk

You can find more details on the Financial Ombudsman Service website: 
https://www.financial-ombudsman.org.uk