Complaints - misjudgment

In order for an approved complaint to exist, the fault must have been established by both parties. A review of the reasons for the complaint is done jointly by the parties. In cases of disagreement, an independent party can be brought in for further assessment.

If the matter is considered a complaint, you send an email to with a picture or video of the error and the following information

  • Customer's name
  • Object or customer marking
  • Our AO number
  • Description of the error

The assessment points below are what we work on when we determine whether it is a complaint or not

  • A staircase is both a utility object and an interior detail. Both functional and visual aspects must therefore be valued in connection with the handling of a complaint.
  • Wood as a material is always subject to natural variations. Individual wooden slats or entire steps can, due to the natural variations of the wood, get a different shade. This is normal and is not considered an error.
  • Wood expands and contracts as temperature and humidity change, which in certain circumstances can affect the fit of parts and cause noise. This is completely normal.
  • Stairs are manufactured for each individual building. Despite this, it is impossible to know exactly what the conditions for the assembly will look like. Therefore, some of the stair parts are supplied with a passport. This makes it necessary to process the parts of the stairs during assembly on site, and therefore the surface treatment must also be completed in connection with this. Such completion normally does not in itself constitute grounds for a complaint.
  • Twig yellowing normally occurs later when softwood is top-painted, stained/lasered or surface-treated with colored clear lacquers (lacquer glaze). This is both normal and predictable.
  • The difference in gloss between the parts of the stairs is not normally due to the use of different surface treatment or different amount of surface treatment, but to the properties of the wood as a living material. Individual pieces of wood have different surface properties, which also affects the gloss of the final product. Also different viewing angle and angle in relation to surrounding light sources can give one of the differences in brightness of different parts or different parts of the same part.
  • Other cosmetic defects and functional defects must be possible to observe during normal use for an approved complaint. Inspection takes place by going up and down the stairs along a natural walking line and at a natural viewing height.
  • The stairs are also inspected from the side by standing on the floor next to the stairs, either on the upper or lower floor. The distance to the part of the stairs being inspected must be at least two meters.
  • The underside of stairs is inspected standing on the stairs in the floor directly below if there is one. Otherwise, the underside is inspected in the same way as the side at a distance of at least two meters.
  • A wooden staircase must never be placed above a heat source such as a water heater, heat pump, electric element or the like. Such placement can cause drying out of the wood and, in the worst case, cracking. Cracking for such a reason does not constitute an approved complaint.
  • During the inspection, the lighting must be the lighting that is normal for a room of the type in question. Either daylight or normal artificial lighting.
  • Errors caused by the customer, or a craftsman hired by the customer, performing incorrect maintenance, incorrect assembly, incorrect surface treatment or otherwise causing such damage to the stairs that its function or appearance is affected are never grounds for an approved complaint.

If the reason for the complaint can be ascertained with fulfillment of the above principles, there is an approved complaint which should lead to action by the supplier. In cases where the inspection is carried out and nothing proves the supplier's responsibility, the entire inspection cost falls on the customer.