Complaints Policy

We always aim to provide every customer with the highest possible standard of service. On the rare occasion that something does not meet your expectations, we take all complaints extremely seriously. Our priority is to resolve any issues quickly, fairly and with minimal inconvenience to you.

Raising a Complaint

If you are unhappy with any aspect of the goods or services you have received, you can contact us in whichever way you prefer. Our details are:

Phone: 0800 999 8994
Email: info@agecare-bathrooms.co.uk
Address: Age Care Bathrooms, Chesterfield, Staveley, S43 3PF

As soon as possible after your installation has been completed, please inspect your bathroom to ensure all work has been carried out in line with your contract and the high standards we aim to deliver. If you notice anything that you are not completely satisfied with, please let us know promptly so we can put things right.

How We Handle Complaints

Once we have received your complaint, we will acknowledge it and aim to respond within 5 working days. Where possible, we will provide you with a date for any remedial work or further investigation required.

We will always attempt to resolve your concerns through our internal complaints process first. If, after following our procedure, we are unable to reach a satisfactory resolution, you may be able to escalate the matter through independent bodies as outlined below.

If Your Complaint Relates to Your Finance Agreement

If your complaint relates to the finance linked to your purchase, you can still contact us initially. We will log your complaint and then forward it to your credit provider, Novuna, who is responsible for handling finance-related concerns.

Novuna will:

• Acknowledge your complaint
• Conduct a full investigation
• Provide a final written response within eight weeks

What to Do if You Cannot Reach an Agreement

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

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

Independent Alternative Dispute Resolution (Non-Finance Complaints)

If your complaint does not relate to finance and we have been unable to resolve it through our internal complaints procedure, you may wish to use the dispute resolution service provided through our membership with Which? Trusted Traders.

We work with the Dispute Resolution Ombudsman, an independent organisation that helps resolve unresolved consumer complaints. If you wish to refer your complaint, please contact Which? Trusted Traders in the first instance on 02922 670040.