How we will handle your complaint
At The Hot Tub Company, our customers are at the heart of everything we do, and we are committed to providing you with the best possible service. We take accountability and want to make sure we deliver on our promises, but we realise that sometimes, things don’t always go to plan, and we may need to put things right.
If you are not satisfied with any product or service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong.
We value our customers extremely highly and take all customer complaints seriously. When a complaint is received, we always aim to investigate it quickly, in order to identify the root cause, prevent any reoccurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.
How long it will take
Many complaints can be resolved quickly over the telephone with a member of our team, but there may be occasions where we need more time to investigate and resolve your issue. We will acknowledge your complaint in writing within 5 working days.
Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.
We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service.
What to do if we can’t reach an agreement
We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can understand if there is anything more, we can do.
You can email us using customer.service@watersideleisure.co.uk or write to us at
The Manager
Waterside Leisure
3 Hayhill, Barrow Upon Soar
Loughborough
Leicestershire
LE12 8LD
If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.
They can be contacted in the following ways:
• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9123
• E-mail: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk
