If you are not completely satisfied with My Hot Tub and you wish to make a complaint you can do this in several ways.
Write to: My Hot Tub
Teesway, Portrack Ln
Telephone: 0800 294 2808
Our complaints procedure is detailed below and is in accordance with the Financial Conduct Authority (FCA).
• We will acknowledge your complaint promptly within five (5) working days of receipt.
• We will investigate your complaint and endeavour to send a response to you in within four (4) weeks of receipt of your complaint. If we are unable to provide you with a response within this time, we will send you an update.
• We will endeavour to send a final response to you within eight (8) weeks of receipt of your complaint.
• If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
If more than eight (8) weeks from the date of your complaint has past and you haven’t received a final response or you are dissatisfied with the final response you have received (at any stage of the process) you can contact the Financial Ombudsman Service (FOS) detailed below.
Write to: Financial Ombudsman Service (FOS)
Telephone: 0800 023 4567
My Hot Tub is a trading style of Mackenzie & Moncur Limited we are authorised
and regulated by the Financial Conduct Authority. We are a credit broker not a lender we offer credit
facilities from a panel of lenders.