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  • We're Award Winning
  • Family run business
  • Showrooms open 7 days week

Complaints Procedure

Resolutions Department.

If there is anything you are not 100% happy with during any point of pre-sale, sale, installation or aftersales please inform our Aftersales and Resolutions Department as they are here to make your experience as special as it should be. 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.
  • Make sure you are satisfied with how your complaint was handled.

The Aftersales Department is open: Monday – Friday, 10am- 4pm (except bank holidays). Call 01482 212322 (option 4) or email your information and supporting photos (if applicable) to aftersales@outdoorlivinghottubs.co.uk.

How and Where to Complain

If you are not satisfied with the response received from the Aftersales Department and wish to take your complain further you can tell us about your complaint in the following ways:

  • IN PERSON - 1 Goulton Street, Hull, HU3 4DD
  • IN WRITING - Write to us at the address above, please address your letter to The Customer Services Manager.
  • BY TELEPHONE - 01482 212322 (Option 4)
  • BY EMAIL - aftersales@outdoorlivinghottubs.co.uk

How Long will it Take?

We 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

If we can’t agree a solution within 8 weeks and your complaint relates to our credit brokerage service, please consult the complaints procedure outlined in your Choice of Funding email issued as point of sale. A copy can be provided if required.

If we cannot agree a solution within 8 weeks and your complaint does not relate to our credit brokerage service we will:

  • Refer your complaint to the General Manager for further investigation

Your complaint will then be reviewed and you will receive:

  • Send a letter giving an indication of when we expect to provide a final decision OR
  • Issue our final decision letter which will explain our final position.

Our aim is to resolve all complaints internally. However if after receiving our final decision letter or after 10 weeks have passed you may have the right to refer your complaint to an external body representation of your choosing. 

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