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Complaints Procedure

Effective Date: 26 September 2025

At HYDROSPAS LTD, we are committed to providing high-quality products and services. If something goes wrong, we want to know so we can put it right and improve our service.

1. How to Make a Complaint

You can raise a complaint with us in any of the following ways:

  • By email: info@hydrospas.co.uk
  • By phone: +44 203 535 7729
  • By post:
    HYDROSPAS LTD
    26 High Street
    Worthing
    West Sussex, BN11 1NU
    United Kingdom

When making a complaint, please provide:

  • Your name and contact details
  • Details of your complaint
  • Any supporting information (e.g. account details, photos, reference numbers)

2. What Happens Next

  • We will acknowledge your complaint within 5 working days.
  • We aim to provide a full response within 20 working days.
  • If we need more time, we will let you know and explain why.

3. How We Handle Complaints

  • Your complaint will be treated seriously, fairly, and confidentially.
  • We will investigate the matter and let you know the outcome.
  • Where appropriate, we will offer a resolution, which may include repair, replacement, or another form of remedy.

4. Escalation

If you are not satisfied with the initial outcome, you may request that your complaint is escalated to a senior manager for further review.

If you remain dissatisfied after our final response, you may seek independent advice or contact external bodies such as:

5. Records

We keep records of all complaints and their outcomes. This helps us monitor service levels and make improvements.

6. Updates

We may update this Complaints Procedure from time to time. The latest version will always be available on our website.

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With 15+ years’ industry expertise, Hydrospas Limited supplies award-winning, HSG282-compliant Holiday Let Tubs nationwide with advanced hot tub solutions like auto-dosing systems and flexible business finance.

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HSG282 Compliance Information

HSG282 is the UK Health & Safety Executive’s guidance for controlling the risk of Legionella and other infectious agents in hot tubs used in holiday lets and similar business settings. If you provide a spa for paying guests, compliance with this standard is strongly recommended.

Our Holiday Let range has been designed with HSG282 in mind, helping operators meet the key requirements:

  • Automatic chemical dosing (chlorine/bromine) – no floating dispensers.
  • Ozone/UV secondary sanitisation for added protection.
  • Hydraulic design for rapid water turnover (approx. 15 minutes).
  • No air blowers, reducing aerosol risk.
  • Continuous filtration and heating via automated cycles.
  • Easy water testing with clear access points for twice-daily checks.
  • Risk assessment templates and logbooks provided to support record keeping.
Important to Note

Actual compliance depends not only on spa design, but also on how the spa is operated and maintained:

  • Carrying out twice-daily water tests (disinfectant & pH).
  • Weekly (or per changeover) water changes.
  • Keeping accurate maintenance and testing records.
  • Following safe bather load limits and displaying user rules.

Our HSG282-ready spas make it easier to stay compliant, safe, and audit-prepared in holiday let environments.