Question 1

ELECTRICAL

Accepted Answer

ELECTRICAL: 380/415V 3F+N

Question 2

Complaints Procedure

Accepted Answer

Complaints Procedure
If you're not completely happy with our service we'd like to hear about it, that way we can put it right. We do everything we can to make sure our customers get the best products and the best service possible, however, sometimes we may not get things right first time.
We want to:
- Make it easy for you to tell us what went wrong
- Give your complaint the attention it deserves
- Resolve your complaint fairly and without delay
- Make sure you are satisfied with how your complaint was handled

How and where to complain
If you are not satisfied with any aspect of our/product service you can tell us about your complaint in the following ways:
- In person: Powerpools Showroom, Pensarn Road, Pensarn, Carmarthen, SA31 2BS
- In writing: write to us at the address above, please address your letter to The Complaints Manager
- By Telephone: 01267 240 250
- By email: caeli@powerpools.co.uk

How long will it take?
We will aim to resolve your complaint straight away but if we can't we will write to you within 5 business days to tell you:
- Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again

We will usually resolve your complaint quickly, but if it is complex it may take longer. We will keep you informed on a regular basis but if you need an update please call us on the number above and ask to speak to the person dealing with your complaint.

If we cannot reach agreement with you
If we can't agree a solution within 8 weeks and your complaint relates to our credit brokerage service we will:
-        Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
OR
-        Issue our final decision letter which will explain our final position

Our aim is to resolve all credit brokerage related complaints internally. However, if after receiving our final decision letter or 8 weeks have passed you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service 
If you want the FOS to look into your complaint you must contact them within six months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 0234567
Email: complaint.info@financial-ombudsman.org.uk
Further helpful information can be obtained from visiting their web site at: www.financial-ombudsman.org.uk

Question 3

Vulnerable Customer Statement

Accepted Answer

Vulnerable Customers Statement

We appreciate that sometimes our customers may be vulnerable as a result of a physical or mental health condition suffered by themselves or a family member, age, illiteracy, or if their first language is not English.
We are committed to ensuring that all of our customers are treated fairly and we meet all of their needs to the best of our ability.
This means that we may have to treat vulnerable customers according to their individual circumstances. In order to do so we have employed staff with experience of sales and customer service and given them the necessary training to enable them to identify the signs of vulnerability and how to proceed with that customer.
We ensure that our staff have the necessary training, knowledge, understanding and support in order to be able to identify the potential signs of a vulnerable customer in their dealings with them, and then tailor their approach accordingly.
Vulnerability is an extremely subjective area, however our staff are constantly on the lookout for potential signs, such as, a lack of understanding, communication issues and unusual or erratic behaviour.
The vast majority of our communication with customers is face to face and, in some instances, over the phone, which does however make it easier for our staff to be able to identify both short term causes of vulnerability, such as short-term illnesses or a bereavement, as well as long-term causes, such as mental illness or a disability.
If a member of staff believes that a customer could potentially be vulnerable then they will ask non-intrusive questions in order to understand the customer’s circumstances, allowing them to identify if the customer is in fact vulnerable and how our approach will need to be tailored for that customer.
Any information gathered will be processed in line with GDPR and the Data Protection Act 2018. Where necessary, explicit consent will be obtained from a customer to enable us to process the details of their vulnerability accordingly. Customers will also be fully informed of how we will process this information.
We will always:
-        Ask for a customer’s explicit consent in order to record, store or process the details of their vulnerability, where it is necessary and appropriate to do so
-        Clearly explain to the customer why we need to record, store or process the details of their vulnerability
-        Clearly explain to the customer who the details of their vulnerability will be shared with

Typically, we would only look to process the details of a customer’s vulnerability where we may need to tailor our approach during our communications with them, or when we are entering their home for the purposes of a sales consultation or installation. We would therefore only share the details of the vulnerability with the relevant staff and representatives.

We ensure that all of our customers do not make a purchase with us or enter in to a credit agreement with one of our lender partners without fully understanding what they are entering in to. 
If we believe that the customer is not fully aware of what they are entering in to then we will:
·       Not continue with the sale of any products or services.
·       Not continue with any application for credit to fund a purchase.
·       Ask if a friend or family member is available to assist the customer, or we will arrange a follow-up appointment when a friend or family member is available.
·       Provide the customer with all relevant information in a clear, fair and not misleading manner, allowing them to make an informed decision.
·       Not refuse to deal with an individual due to their vulnerability. Instead we will work with them to ensure they are treated fairly.
·       Not label different demographics or individuals as vulnerable without understanding their situation. We accept that no two people are the same and each individual should be handled on a case by case basis.

Question 4

Keep your Warranty Valid

Accepted Answer

The Jacuzzi Warranty and How It Covers Your Hot Tub

Jacuzzi offers the best comprehensive hot tub warranty in the industry. Our spas are made with the highest quality materials and engineering, and we stand behind our products. While each collection has a specific warranty, here are some of the general ways the Jacuzzi® Brandy warranty supports your hot tub’s excellence.

Shell Surface and Structure
Your warranty covers blistering, cracking, or delaminating of the interior surface of the spa. It also covers the shell in case of water leaks. To ensure your warranty covers your hot tub, use appropriate cleaning materials, as damage caused by improper care is not covered.

Equipment and Controls
Our industry-leading warranty covers your hot tub in cases of pump, heater, and control system malfunctions; for example, failure of the seals around the pump or a broken heating coil. The defect must be caused by a deficiency in the workmanship or materials. Thus, things like activating the jets without sufficient water, which can damage the pump, would not be covered by the warranty.

Cabinet
The warranty covers your ProEndure™ synthetic cabinets in cases of failure that would not have occurred in properly constructed cabinetry. This does not cover normal wear and tear of the finish, however, with minimal maintenance your spa skirt will stay looking fresh for years.

Plumbing
Like the shell, your hot tub’s plumbing components are covered in case of leakage or cracking due to a defect in the materials or the way they were crafted. One common way to damage your plumbing that would not be covered is to let your hot tub freeze—yes, it happens! Keep your water circulating or drain and winterize your spa. Ensuring your spa is free of grit and dirt is also very important- Grit and dirt can build up in the pipe work/ jets/ pumps and cause your spa to seize- these parts if needing replacing will not be covered by warranty.

What You Can Do
Ensure you maintain proper water chemistry, Shower before use, clean with appropriate materials, and use Genuine Jacuzzi® Hot Tub parts when necessary. This is not only important for keeping your spa under warranty, but also for your own personal enjoyment of your investment.
Thanks to your warranty, your Jacuzzi® Hot Tub dealer will be able to help you coordinate with authorized service technicians to repair any damage or defects. Your hot tub warranty, plus proper care and maintenance, will give you peace of mind that your new investment provides you with years of enjoyment.

Question 5

APPEARANCE

Accepted Answer

SHELL: Cobalt, White, Platinum

Question 6

COVER

Accepted Answer

Ice (leatherette)

Sales & Advice
01267 240 250

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