Customer Complaints Procedure

As soon as you identify an issue, please get in touch through the Contact Form on our website; we will aim to respond to you within two working days via phone or email.

However, if you are not happy with our response, please raise a complaint with us via phone, email or in writing using the contact details above.

Complaints received by letter or email will be passed to the Complaints Team as a priority. Complaints received by telephone will be treated as a priority and handled with courtesy and professionalism. The details will then be passed to the complaints team.

All complaints are recorded in our Complaints Log and reported to the Complaints Officer. The Complaints Log will detail Spa Home’s response and any action taken. The Complaints Rectification Log will detail any actions taken and be monitored to identify and resolve any recurring issues.

On receipt of a complaint, the complainant will be sent a prompt written acknowledgement to reassure the complainant that the details have been received and the complaint is being dealt with. From this point, the complainant will be kept informed of the progress of the complaint and measures taken for its resolution.

Where a complaint is resolved within 3 business days; a summary resolution communication will be sent promptly to the complainant.

Otherwise, we aim to send a written statement to the complainant, with the full findings within 4 weeks of receiving the complaint.

However, if the complaint is more complex, an explanatory written statement will be sent to advise that more time is required to fully investigate the complaint. Within 8 weeks, the Complaints Team or Customer Service Team will send a final response with the full findings or a further explanatory letter advising of the reason for the further delay. At this point, the letter will also inform the complainant of their entitlement to contact the Financial Ombudsman Service (FOS) if they are dissatisfied with the delay.

For all complaints, once the investigation has been carried out to our satisfaction, the findings will be reported to the complainant and, in turn, their response recorded. A record will be kept of the complaint for 5 years.

The final letter sent to the complainant will include contact details for the FOS and enclose a copy of the FOS’s explanatory leaflet. The ensures where a complainant is dissatisfied with the resolution of the complaint, they can (within 6 months of our last communication) pursue the complaint through the FOS scheme.

The Financial Ombudsman Service can be contacted at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

For further information on the FOS please see: https://www.financial-ombudsman.org.uk. Please be aware the Ombudsman will not consider a case that has not already been referred to the company in the first instance.