Complaints Policy

Complaints Policy

At Cornwall Pools we are dedicated to and pride ourselves on giving the highest level of customer service.

Unfortunately, though, sometimes things can go wrong. In the event that you have a concern or complaint, we are here to help resolve your issue as quickly and efficiently as possible.

If you have any issues, please contact us via email to [email protected], please provide the following information:

  • Your name and address
  • Contact Details
  • A Clear explanation of our concern/complaint
We will acknowledge your complaint and get in contact with you regarding finding a resolution to your concern/complaint.
 
If you are not satisfied with the resolution we have provided or if you feel we haven’t provided a resolution, you are entitled to refer your complaint onwards. You can either contact your local Citizens Advice Bureau or Trading Standards.
Find your local standards office here:
www.gov.uk/find-local-trading-standards-office
or contact Citizen Advice consumer helpline on: 06454 04 05 06
You can also report a trader to trading standards through Citizens Advice Consumer helpline.
If your complaint is regarding finance, which have been accepted for through third-party finance companies, you can direct your complaint to the Financial Ombudsman service which handles complaints on a range of financial matters.

Please note that if you wish to refer your complaint to the financial ombudsman Service you must do this within six months of the date of our final response.

Their contract details are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567 or from a mobile: 0300 123 9123

Emails: [email protected]

Consumers do not have to accept the decision made by the Financial Ombudsman and can keep their right to go to court. However, if the decision of the Financial Ombudsman is accepted then its is binding both you and us.