Complaints Policy For Subscriptions

Complaints Policy

If you wish to make a complaint about our subscription service please contact us as follows:

Stage 1: Receiving your complaint

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:

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.