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 complaint

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 – [email protected]

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 reach agreement with you

If we can't agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:

· Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision

· Issue our final decision letter which will explain our final position

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider.

They will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

If you are not satisfied with their response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of their final response letter to you.

The Financial Ombudsman Service

If you want 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: [email protected]

Further helpful information can be obtained from visiting their website at www.financial-ombudsman.org.uk