Beatrix’ bespoke chairs resulted in a complaint for missing the brief

A long-standing customer of ours runs a small frim of furniture designers, they design and manufacture bespoke chairs. Business owner Beatrix found herself in the hot seat after customers complained that the work was not up to standard and pursed legal action.

Beatrix has an open business insurance policy in place. After many years claim-free, she unfortunately faced a recent claim from a customer of hers, who complained that a set of bespoke chairs, which Beatrix sourced and manufactured, failed to meet expectations. The customer had issued the firm with a clear project brief and felt that the chairs supplied to them didn’t match up with what they requested.

Professional indemnity insurance is included within Beatrix’ wider interior designers business insurance policy. We were therefore able to assist her through the claim process. This nature of cover is designed to protect businesses such as Beatrix’, against claims of professional mistakes or sub-standard work. In Beatrix’ case, she was facing a claim that her service did not meet expectations, which is not rectified, could lead to legal proceedings.

After assessing the allegations made by the customer, it was agreed that the set of chairs supplied to the customer was not entirely in line with the brief provided. We acted by providing Beatrix with an indemnity, that allowed her to meet the costs of having a brand-new set of bespoke chairs sourced and manufactured, that better met the needs of her customer.

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