Complaints Procedure

If you are 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 understand that we may not get things right. When this happens we want you to tell us what went wrong so we can put things right.

We want to 

– Make it easy for you to tell us about what went wrong

– Give your complaint the attention it deserves

– Resolve your complaint without delay

– Provide you with the right outcome to your complaint

How and Where To Complain

If you are not satisfied with any aspect of our product or service you can tell us about your complaint in the following ways:

In Person –  

Call in to our office at the following address, Grizzly Bear Hot Tubs, The Hot Tub Showroom, Woodhill, A92 Dual Carriageway, By Carnoustie, DD7 7SD.

We are open Monday to Friday 9am to 5pm and Saturday 10am to 4pm

In Writing: Write to us at the above address and make your letter out to The Customer Complaints Manager

By Telephone: 01382 530220 during office hours and ask for the customer service department.

By Email: [email protected]

How Long Will It Take

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

– Who is dealing with your complaint  

– What we understand to be the reason for your complaint

– When we will contact you again

We will usually resolve your complaint quickly, but if its complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on 01382 530220 and ask to speak to the person dealing with your complaint.

If We Cannot Reach Agreement With You

If we cannot agree a solution within 8 weeks and your complaint relates to your brokerage service we will:

– Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response

– 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 our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service

If you want the FOS to look in to your complaint you must contact them within 6 months of the date of our final response letter.

Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone 0800 0234567

Further helpful information can be obtained from visiting their website www.financial-ombudsman.org.uk

Please Note: Only complaints relating to the sale of financial services should be referred to FOS

The Grizzly Bear Hot Tub Co Ltd is authorised and regulated by the Financial Conduct Authority. We are not paid any commission by the lenders.