SUP Inflatables will undertake to handle a complaint fairly and competently. 

PLEASE SEE HIGHLIGHTS FORM OUR POLICY BELOW - or DOWNLOAD our full Complaints policy here 

If you have a complaint

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you.

 

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

 

Key Business Contact (For Complaints)
Name:	Emma Jones
Telephone:	07454882606
Address:	SUP inflatables  Unit 5 Brook Road BH212BH
E-mail:	Info@SUPinflatables.co.uk

 

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

• Your full name and preferred contact details
• Your reference number
• Full details of your complaint
• Copies of relevant paperwork
• Evidence of any complaint where applicable
• What you expect us to do to put things right
• Any other information that you think may be relevant

 

What we do if we receive a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Complaint Process

1. Your case reference will be your order/contract number
2. We will give you the name and title of the person handling your complaint
3. We will send you written acknowledgement within 3 working days of receiving your complaint
4. Make contact to seek clarification on any points where necessary
5. Fully investigate your complaint internally and third parties where relevant
6. Keep you informed and fully updated regarding any progress
7. Discuss with you our findings and our proposed response
8. Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority

 

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

 

Eligibility

It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

 

FCA Complaints Rules

• Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
• The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
• The Complainant must allege that they have suffered, or may suffer, financial

loss, material distress or material inconvenience

 

Final Response

This will set out clearly our decision re the complaint and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

• Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
• Indicate whether we consent to waive the relevant time limits.

 

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

 

1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service. 
3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters) 
4. Provide the relevant addresses of the Financial Ombudsman Service.
5. Refer to the availability of further information on the website of the Financial Ombudsman Service.

 

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

 

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

 

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

 

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

PLEASE SEE HIGHLIGHTS FORM OUR POLICY BELOW - or DOWNLOAD our full Vulnerable customers policy here 

Definition of vulnerable customers:

a. Elderly individuals.

b. Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.

c. Customers experiencing financial hardship or debt-related difficulties.

d. Customers with limited English proficiency or communication barriers.

e. Individuals identified as vulnerable by a recognized authority or social service agency.

 

Identification and training:

a. All employees will undergo regular training to recognize signs of vulnerability and understand the appropriate actions to take.

b. Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening.

c. Managers and supervisors will receive additional training to handle complex cases and provide necessary support.

 

Communication and accessibility:

a. Provide clear and accessible communication channels, including easy-to-understand language and alternative formats (such as large print or braille).

b. Offer translation or interpretation services for customers with limited English proficiency.

c. Ensure physical facilities are accessible to customers with mobility impairments.

 

Support and assistance:

a. Designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalized support.

b. Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions.

c. Provide assistance with form filling, document submission, or navigating online platforms if required.

d. Establish referral partnerships with external organizations or agencies to connect vulnerable customers with additional support services.

 

Data protection and confidentiality:

a. Ensure that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentiality.

b. Obtain explicit consent from customers before sharing their information with external agencies or organizations, unless legally required or in the customer's best interest.

 

Complaints and feedback:

a. Provide clear information to vulnerable customers on how to make complaints or provide feedback, including multiple channels (such as phone, email, or in-person).

b. Designate a dedicated contact person to handle complaints related to vulnerable customers promptly and sensitively.

c. Regularly review and analyse complaints to identify areas for improvement in the vulnerable customer support process.

 

Staff training and awareness:

a. Conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding.

b. Provide ongoing support and resources to employees to ensure they can effectively implement the vulnerable customer policy.

c. Foster a culture of respect, inclusivity, and non-discrimination throughout the organization.

FC UP SPORTS Limited is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our FCA registration number is 1010347. FC UP SPORTS Limited offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. Credit is provided subject to affordability, age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

If your order has not started being processed by our warehouse, you can contact us on 07545882606 or 01202708555 with your order number and we will be able to help you.

Finance - There is a 14-day cooling-off period where you can withdraw from the credit agreement after signing your documents. If you wish to do this please contact us (your retailer) directly. We can cancel the application on your behalf. There is no need to contact the lender.

A payment plan does not affect our standard refund and returns policy. Just contact us and we’ll cancel your application and the lender will refund your deposit and let you know of any outstanding balance if applicable.