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Complaints Procedure

WITH HYDROWORKS, YOU CAN BUY WITH CONFIDENCE

You would expect that any company who is linked with your local Trading Standards Team guarantees to sort customer problems out quickly and in the best manner possible.

​My team and I aim to take it one step further…

​We are entirely committed to having delighted customers. We do not believe that a customer should ever have to write to complain, nor I hope should one of our customers ever feel the rising tensions that dissatisfaction creates.

​Officially, we have a policy, and you can read that below. But between all of us in the team, each with our own very high standards to customer satisfaction, we will attempt to always be proactive and give you absolute confidence in us, along with many happy reasons to recommend us.

The official process

We keep a log of all customer expressions of dissatisfaction that require a response from us. We listen to your concerns, treat them seriously, and most importantly, learn from them so that we can improve.

We will respond to all complaints promptly, well within 5 working days of receipt.

Where the complaint is of a more complex nature and a response is not possible within 5 working days – we will notify you of this, and give you an indication of how soon a full response will be made. We will try to resolve every complaint completely within 28 days.

Where it is not possible for a complaint to be resolved – Should such a circumstance occur, we will direct you to the Trading Standards Buy with Confidence website and advise that you are welcome to pursue a resolution through Trading Standards.

​Trading Standards view of customer complaints

​It is the experience of Trading Standards that even the best-run businesses will occasionally receive customer complaints and queries. It is their expectation of all businesses that they actively seek to resolve customer complaints and do not actively attempt to limit or undermine a customer's rights. Full records should be kept.

For your full consumer rights, the following links may be helpful to you: Consumer Contracts Regulations.