Complaints Procedure
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
If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:
In person: Spafix, Unit B1, Hazleton Interchange, Lakesmere Road, Waterlooville, PO8 9JU
In writing: write to us at the address above, please address your letter to The Complaints Manager
By Telephone: 02393 541 154
By email: info@spafix.co.uk
We will aim to resolve your complaint straight away but if we can’t we will write to you within 3 business days to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
If a customer raises a complaint which we believe both our business and a 3rd party (such as a lender) are responsible for, we will:
- Write to you within 3 days and explain which parts of the complaints our business is responsible for and which parts the 3rd party is responsible for.
- Provide the name and contact details of the 3rd party business.
- Refer the relevant parts of the complaint to the 3rd party within 3 days by getting in touch with them; and
- Handle the parts of the complaint which we are responsible for as per our BAU process.
If a customer raises a complaint which we believe is against a 3rd party (such as a lender) are responsible for, we will:
- Write to you within 3 days and explain to why the complaints has been handed off to the 3rd party.
- Provide the name and contact details of the 3rd party business.
Refer the relevant parts of the complaint to the 3rd party within 3 days by getting in touch with them.
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.
