Our Complaints Policy

At H2O Hot Tubs, customer satisfaction is extremely important to us. We pride ourselves on a fantastic reputation for giving great service to all of our customers. However, we understand that occasionally something can go wrong, and we're here to help. We're sorry to hear that you might have a complaint. Whether it's a question about a potential return of a product or regarding a refund, or even if you just need some help with your product, the H2O customer services team can help you.

If you're not completely happy with our service we'd like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.

We want to:

  • Make it easy for you to tell us what went wrong
  • Give your complaint the attention it deserves
  • Resolve your complaint fairly and without delay
  • Make sure you are satisfied with how your complaint was handled

How To Make A Complaint

Get in touch with us using our contact details below:

  • Call us on 0333 990 0320
  • Write to us at:

    H2O Hot Tubs
    Unit 4G Blenheim Court
    Blenheim Industrial Park
    Nottingham
    NG6 8YP

If you're unable to call, you can either speak to our team using the Live Chat on our website (available during business hours).

How we deal with complaints

Complaints received by telephone

How long will it take?

We will aim to resolve your complaint straight away but if we can't we will write to you within 5 business days to tell you:

  • Why we have not resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

Finance Complaints

If for any reason you're not happy with your finance plan taken out when purchasing your hot tub and you want to make a complaint, please get in touch with us as soon as possible and our team will do their very best to put things right for you and resolve your issue. Email us at sales@h2ohottubs.co.uk and a member of our team will be in touch.

If we can't 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

OR

  • 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 you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.

If you aren't happy with the outcome, you can ask the Financial Ombudsman Service to review your complaint. Their contact details are:

Phone – 0300 123 9123
Email – complaint.info@financial-ombudsman.org.uk
Online – www.financial-ombudsman.org.uk
Address – The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Note: The Ombudsman will not consider a case which has not first been referred to the Firm in the first instance.

All complaints, whether considered significant or minor, will be reported to the Complaints Officer and logged using the Complaints Log. The record will detail the Firm’s response and any action taken. Action taken will be recorded on the Complaints Rectification Log. This will be monitored and provide Management Information where any recurring issues will be identified and resolved.