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

How and where to complain

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: Dreamspas Limited at Willis House, Flower Hill, Bristol, England, BS4 5JJ.
– In writing: write to us at the address above, address it to the Complaints Manager
– By Telephone: 0333 344 8370.
– By email: info@dreamspas.co.uk

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement with Novuna

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0300 123 9 123
• E-mail:  complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

How long will it take?

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

– Why we have not resolved your complaint
– Who is dealing with your complaint
– When we will contact you again

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.

If we cannot reach agreement with you, we will issue our final decision letter which will explain our final position.

However, if after receiving 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 into your complaint you must contact them within six months of the date of our final response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk.

This policy was last updated on 7th of October 2024.