Once we have received your complaint, we will write to you within five days to let you know who will be dealing with your complaint and how we will handle it.
If a third party has raised the complaint for you, we will ask you to sign an authority letter so that we know you’re happy for us to deal with the third party on your behalf. We’ll then liaise with them, wherever possible.
Stage 2: Our investigation
We take all complaints about our subscriptions service seriously and we will investigate all of them thoroughly. Your complaint will be looked into by a dedicated team of complaint handlers.
Stage 3: Our final response to you
We aim to take no more than eight weeks to get back to you with the results of our investigation. We’ll write to you to tell you what we’ve found and whether we’re going to uphold your complaint or not. If your complaint is upheld, the letter will also let you know how we propose to put things right.
The Financial Ombudsman Service (FOS)
If you’re not happy with our final response or we haven’t got back to you within eight weeks, you may be able to refer your complaint to FOS. The Financial Ombudsman is a free to use service. If you want to contact them, you’ll need to do this within six months of us sending you a final response or after the eight week deadline is up, if you haven’t received a final response. We don’t consent to the waiving of our rights to take eight weeks to investigate your complaint before you contact them.
If you do contact FOS and you don’t agree with their decision, then you retain your rights to go to court; but if you accept the FOS decision, it then becomes binding on both of us.
You can get in contact with them using the following information:
Mail: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Virgin Strauss Water UK Ltd (No. 04880825), trading as Virgin Pure is an Appointed Representative of Culligan Water Limited (No. 01327099), which is authorised and regulated by the Financial Conduct Authority (FRN:621812) for consumer credit activities. Both companies registered in England and Wales.
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Once you add a Water System to your basket, we will also add in your Amazon Voucher. So don't worry if you don't see it in there right away.
Once you add the Smart Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add the Smart Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add the Smart Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add the Smart Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a Package to your basket, and progress to the last stage of the checkout process, we will then add in your discount. So don't worry if you don't see it before then (such as in the cart).
Once you add a new subscription package to your basket, we will apply the first month free discount, which will be visible in your cart. So don’t worry if you don’t see it right away.
