Customer Complaints Policy

Last Updated: 24 July 2026

1. Introduction

At HPS Leisure Limited trading as Hydro Active, we are committed to providing high-quality products, workmanship and customer service. We recognise that, from time to time, things may not go as planned. When this happens, we want to resolve concerns fairly, promptly and professionally.

This Complaints Policy explains how you can raise a complaint and how we will deal with it.

2. Our Commitment

We aim to:

  • Treat every complaint seriously and fairly.
  • Listen carefully to your concerns.
  • Investigate complaints promptly.
  • Keep you informed throughout the process.
  • Resolve issues wherever possible at the earliest opportunity.
  • Learn from feedback to continually improve our products and services.

3. What Is a Complaint?

A complaint is any expression of dissatisfaction regarding our:

  • Hot tubs and swim spas
  • Swimming pool installations
  • Landscaping services
  • Garden buildings and outdoor living projects
  • Installation work
  • Repairs or maintenance
  • Customer service
  • Billing or invoicing
  • Any other service provided by Hydro Active

4. How to Make a Complaint

Please contact us using one of the following methods:

Email:
sales@hydroactivepools.co.uk

Post:
HPS Leisure Limited t/a Hydro Active
Branton Farm Nurseries
Doncaster Road
Branton
Doncaster
DN3 3QP

When contacting us, please include:

  • Your full name
  • Address
  • Contact telephone number
  • Email address
  • Order or invoice number (if applicable)
  • Description of your complaint
  • Dates of the relevant events
  • Photographs or supporting documents where appropriate
  • Your preferred outcome

Providing as much information as possible helps us investigate your complaint more quickly.

5. Our Complaints Process

Step 1 – Acknowledgement

We will acknowledge your complaint within two working days of receiving it.

Step 2 – Investigation

Your complaint will be assigned to an appropriate member of our management team.

We may:

  • Contact you for further information.
  • Visit your property if required.
  • Inspect products or workmanship.
  • Speak with installers or suppliers.
  • Review photographs, contracts or correspondence.

Step 3 – Resolution

We aim to provide a full response within 10 working days.

If additional investigation is required, we will keep you updated and advise when you can expect a final response.

Where appropriate, we may:

  • Explain what happened.
  • Apologise where we have fallen below our standards.
  • Repair defective work.
  • Replace faulty products where covered by warranty or consumer rights.
  • Arrange further inspections.
  • Offer another reasonable solution where appropriate.

6. Installation and Landscaping Projects

Many of our services involve bespoke construction and outdoor works.

Delays may occasionally occur due to:

  • Severe weather
  • Ground conditions
  • Supply chain issues
  • Utility services
  • Customer-requested changes
  • Circumstances outside our reasonable control

Where delays arise, we will keep customers informed and work to minimise disruption.

7. Product Faults

If you believe a product supplied by us is faulty, please contact us as soon as possible.

Where appropriate we may request:

  • Photographs
  • Videos
  • Serial numbers
  • Purchase details
  • A site inspection

Products may be covered by manufacturer warranties in addition to your statutory consumer rights.

8. What We Ask From Customers

To help us resolve complaints efficiently, we ask customers to:

  • Raise concerns as soon as possible.
  • Provide accurate information.
  • Allow reasonable access where inspections are required.
  • Treat our staff respectfully throughout the process.

We will not tolerate abusive, threatening or discriminatory behaviour towards our employees or contractors.

9. Consumer Rights

Nothing within this Complaints Policy affects your statutory rights under UK consumer legislation, including the Consumer Rights Act 2015.

10. Escalating Your Complaint

If you are dissatisfied with our final response, please let us know.

Your complaint will be reviewed by a senior member of management who was not directly involved in the original investigation wherever possible.

We remain committed to resolving disputes fairly and amicably.

We record complaints to help identify trends and improve our services, installation processes and customer experience.

Feedback—both positive and negative—is valuable in helping us continually improve.

11. Contact Details

HPS Leisure Limited t/a Hydro Active
Branton Farm Nurseries
Doncaster Road
Branton
Doncaster
DN3 3QP

Email: sales@hydroactivepools.co.uk

We appreciate the opportunity to resolve any concerns and thank you for giving us the chance to put things right.

12. Financial Ombudsman Service

If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received from us, you are entitled to refer your complaint to the Financial Ombudsman Service (FOS). They can be contacted using the following details:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

Website: www.financial-ombudsman.org.uk

Customers have 6 months from the date of the final response from the financial business to refer their complaint to the Financial Ombudsman Service.