Last Updated: 12/03/2026
Matthews Aquatic Paradise Ltd (“we”, “our”, or “us”) is committed to providing high-quality products and services. We take complaints seriously and aim to resolve all issues promptly, fairly, and in accordance with UK consumer protection law.
1. Purpose
The purpose of this policy is to:
- Provide a clear process for handling complaints
- Ensure customers are treated fairly and respectfully
- Comply with UK legislation including the Consumer Rights Act 2015 and Distance Selling Regulations
2. Who Can Complain
This policy applies to any customer, client, or website user who:
- Purchases products or services from us
- Uses our installation or maintenance services
- Experiences an issue with our website, service, or communication
3. How to Submit a Complaint
Complaints should be submitted as soon as possible and include:
- Your name, contact details, and order or service reference (if applicable)
- A clear description of the complaint
- Any supporting evidence (photos, receipts, emails, etc.)
You can submit complaints via:
- Email: info@matthewsaquaticparadise.co.uk
- Phone: 07777791542
- Website Contact Form: www.matthewsaquaticparadise.co.uk
4. Acknowledgment of Complaint
- We aim to acknowledge all complaints within 2 business days of receipt.
- An assigned member of our team will manage your complaint and provide contact details for follow-up.
5. Investigation Process
- We will investigate complaints promptly and fairly.
- Additional information may be requested to help resolve the issue.
- We aim to resolve complaints within 14 days, depending on complexity.
6. Resolution
Resolutions may include:
- Repair or replacement of products
- Refunds or partial refunds
- Corrective service or re-performance of services
- Other reasonable solutions agreed with the customer
All resolutions will be communicated clearly and confirmed in writing (email or letter).
7. Escalation
If you are not satisfied with the resolution:
- You can request escalation to senior management.
- We may provide guidance on alternative dispute resolution (ADR) schemes where applicable.
- Customers retain the right to take legal action if necessary.
8. Record Keeping
All complaints and outcomes will be recorded internally for quality assurance and compliance purposes.
9. Commitment to Improvement
We use complaints as feedback to improve our services and prevent recurrence. Lessons learned may result in:
- Staff training
- Updated procedures or service practices
- Improvements to website or product information
10. Contact Information
For complaints or further information:
Matthews Aquatic Paradise Ltd
Email: info@matthewsaquaticparadise.co.uk
Phone: 07777791542
Website: www.matthewsaquaticparadise.co.uk