At HiLife Pools, exceptional service is central to everything we do. If at any point your experience does not meet your expectations, we welcome the opportunity to address your concerns promptly and professionally.

Raising a Concern

Should you wish to raise a concern, you may contact us free of charge by email, telephone, in writing, or in person. Our contact details are available on the website.

Our Approach

All concerns are handled with care, discretion, and fairness. When a matter is brought to our attention, we will:

• Acknowledge it promptly
• Review it objectively and thoroughly
• Keep you informed throughout the process
• Work towards a clear and considered resolution

Where a matter involves a third party, we will explain this and assist where appropriate.

Resolution

We aim to resolve matters swiftly and efficiently wherever possible. If further investigation is required, we will keep you updated and ensure the matter is concluded within a reasonable timeframe.

Our Commitment

We are committed to:

• Treating every customer with respect and understanding
• Communicating clearly and transparently
• Providing thoughtful and proportionate outcomes
• Learning from feedback to continually improve our service

This policy reflects our commitment to high standards of customer care and aligns with UK consumer protection guidance.