FCA Compliance & Complaint Procedure

Disclosure Statement

E. J. Payne Limited trading as E J Payne Ltd, E J Payne Ceramics, Hot Tubs Staffordshire is registered in England and Wales No 02273892. We are a credit broker and not a lender. We offer credit products from Novuna Personal Finance. E. J. Payne Limited trading as E J Payne Ltd, E J Payne Ceramics, Hot Tubs Staffordshire authorised and regulated by the Financial Conduct Authority FRN 778305. Credit subject to age and status.

Any late or missed repayment may have serious consequences and your credit rating may be affected which could make it more difficult to obtain credit in the future.

Company Details

Business Name: E. J. PAYNE LIMITED
Company Number: 02273892
Date of Publication: 31.01.24
Business Address: 1 Belgrave Road, Longton, Stoke-on-Trent, Staffordshire, ST3 4PR
Website Address: hottubsstaffordshire.co.uk
Email Address: sales@ejpayne.com
Telephone Number: 01782 312 534

Complaints Procedure

Step-by-Step Complaints Procedure

We’re sorry to hear you’re not completely satisfied with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.

We want to:

make it easy for you to tell us what went wrong;
give your complaint the attention it deserves;
resolve your complaint without delay; and
Provide you with the right outcome to your complaint.

How & Where To Complain?

If you are not satisfied with any aspect of our service or products you can tell us in the following ways:

In person – Call into our office at the address shown overleaf. We are open: 9am-5.30pm Monday- Friday and 12-4pm on Saturdays. Please note we are closed all Bank Holidays.

In writing – Write to us at the address overleaf and address your letter to:

A/O: Complaints Department
E J Payne Ltd
1-3 Beglrave Road
Longton
Stoke-on-Trent
Staffordshire
ST3 4PR

By telephone – Call us on 01782 312534 during our office hours and ask for the Customer Services Department.

By email – using the email address: sales@ejpayne.com

How Long Will It Take?

We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.

Please see timeframes below:

If we are able to resolve a complaint within 3 business days, we will issue the complainant with a summary resolution letter detailing our resolution and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
For every complaint received that cannot be resolved within 3 business days, we will issue the complainant with an acknowledgement letter within 5 business days, along with a copy of our complaint’s procedure.
We will advise the complainant on each communication when they can expect to hear from us next.
If after 4 weeks we are still not in a position to resolve a complaint, we will issue the complainant with a ‘4 week holding letter’ advising why we are not yet in a position to resolve the complaint.
We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum.
If we cannot resolve a complaint within 8 weeks, then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service (see final response letter templates).
All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.

If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint within 8 weeks, we will:

Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response.

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Financial Ombudsman Service

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone: 0800 023 4567

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

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk.

      
   E.J.Payne Leisure (Hot Tubs Staffordshire)
   104 Google reviews 
  Write a review 
  
 
 
   
 
 
       Posted on Google  
   
   Julie Ptak 
 
 
 
 Trustindex verifies that the original source of the review is Google. We had Mark service our hot tub recently and he did a great job. Have used the company previously and would definitely recommend
  
 
      Posted on Google  
   
   D B 
 
 
 
 Trustindex verifies that the original source of the review is Google. After waiting 2 days for the supplier of my hot tub to get back to me I was recommended these guys, I can honestly say the best service I have received in a very long time, I rang sent a video and he diagnosed the issue, it was sorted within 30 minutes, all up and running, I will definitely be using these guys again for my yearly shutdown/ service and any other issues which may arise also any recommendations I will be sending them their way
  
 
      Posted on Google  
   
   David Roberts 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great service ,identified a problem I had with my hot tub ,sorted it and did a full service . Engineer was on time and v polite ,would recommend
  
 
      Posted on Google  
   
   Allan Whittle 
 
 
 
 Trustindex verifies that the original source of the review is Google. Really good company , professional , efficient and last but not least , very honourable and friendly people to deal with !
  
 
      Posted on Google  
   
   Julia Parkes 
 
 
 
 Trustindex verifies that the original source of the review is Google. I recently had my hot tub serviced by Nathan, and I couldn't be more pleased with the experience. Nathan was incredibly helpful and professional from start to finish. His deep understanding and knowledge of hot tubs were evident, and he provided excellent advice throughout the process. He worked efficiently, with no fuss, and was both polite and friendly, making the whole experience smooth and stress-free. The quality of his work was outstanding—my hot tub now feels as good as new!

The service was also extremely good value for money. The office staff were polite, honest, and went above and beyond to find the parts I needed at great prices. Their helpfulness and dedication made a real difference. I highly recommend this company for any hot tub service needs!
  
 
      Posted on Google  
   
   Sarah Elphick 
 
 
 
 Trustindex verifies that the original source of the review is Google. Excellent customer service, knowledgeable team and nothing was too much trouble. They supported me every step of the way when I bought my hot tub.  Install team also very polite and told me all the information I needed to know. Highly recommend if you are looking for a hot tub!
  
 
      Posted on Google  
   
   laura Greaves 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great service and products. We love our new hot tub and were really happy with the fast, friendly and professional service that we received. Maintenance was fully explained to us but it's great to know that they are only a phonecall away if we need any further assistance.
  
 
      Posted on Google  
   
   Jason Taft 
 
 
 
 Trustindex verifies that the original source of the review is Google. Great service from showroom to installation
Nothing too much trouble for these guys

Not our first time using this company
Highly recommend to any one thinking of buying a  hot tub or needing accessories

Very knowledgeable family owned and run business

We would Highly recommend them !
  
 
      Posted on Google  
   
   Andrew Sutton 
 
 
 
 Trustindex verifies that the original source of the review is Google. We purchased a Hot Tub from EY Payne a couple of years ago, their communication from the moment we walked into their show room, right through to delivery was fantastic.  We recently had a young lad called Nathan our to service and "winterize" the tub, it was a miserable day, but he was polite, efficient and generally very impressive.  Would really recommend this company if you are considering a tub or pool!