I had an issue with the quality of a black basin tap which was losing it's black finish on the lever. All other taps I purchased at the same time are still as new. The purchase of all the bathroom kit for upstairs and downstairs was 4 years old. I spoke to the Cheltenham branch and sent photos. For whatever reason, the issue was not covered by the stated 10 years warranty for the tap. However, the person I spoke to at Cheltenham was very understanding and offered an acceptable discount on the part. I was disappointed with the issue not being covered under warranty, but how my complaint was handled was professional and didn't involve being passed around like a ping pong ball for someone to take responsibility. Thank you for your excellent customer service.