Complaints Policy
Complaints Procedure
We at Universal Aquatics Ltd take complaints very seriously, we aim to resolve complaints as quickly as possible and to the complete satisfaction of our customers.Our procedure will explain how we deal with any complaints and what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint, we would like to hear from you. You can contact us directly by telephone on 01782 438 004 or in writing using the details in the table above and your complaint will be resolved.
When you raise your complaint with us, we will need you to tell us:
Any complaint verbal or written will be referred to the relevant department manager (i.e. the sales manager) and to our general manager. This will happen at the earliest opportunity if the relevant manager is unavailable. We will also:
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks after we received your complaint.
Who will deal with your complaint?
We will investigate and respond to any complaints about our products or services.If you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them.
If your complaint is about how we introduced you to the finance, we will work with Deko and/or your lender to investigate and respond to your complaint.
