Complaints procedure
Step by step complaints procedure
If you’re not completely happy with any aspect of our service or products, we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right.
When this happens, we want you to tell us what went wrong so we can put things right.
We want to:
· make it easy for you to tell us what went wrong;
· give your complaint the attention it deserves;
· resolve your complaint without delay; and
· Provide you with the right outcome to your complain
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us in the following ways:
In person – visit one of our stores which are open 7 days a week (excluding Easter Sunday and the period between Christmas and New Year). Store locations and opening times can be found at https://www.happyhottubs.co.uk/contact#ourlocations.
In writing – Please send you letter to Happy Farm, Winchester Road, Waltham Chase, Southampton, SO30 0GL
By telephone – call us on 02380 812739 during office hours.
By email – admin@happyhottubs.co.uk
How long will it take?
We aim to resolve your complaint straightaway but if we can’t, then we will write to you within five business days to tell you:
· who is dealing with your complaint;
· What we understand to be the reason for your complaint
· when we will contact you again.
We aim to resolve all complaints as quickly as possible but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update, please call us 02380 812769 and ask to speak to the person handling your complaint.
If we cannot resolve your complaint
If we can’t resolve your complaint within eight weeks, we will write to you to explaining our reasons for the delay and an indication of when we expect to provide our final response
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are below.
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk