Complaints Procedure

Complaints Procedure – Spa Solutions Store By Sauna Dekor

At Spa Solutions Store by Sauna Dekor, we strive to provide the highest quality products and exceptional service. However, we understand that sometimes things may not go as planned. If you’re not completely satisfied with our service, we’d like to hear about it so we can address the issue promptly and effectively.

Our Commitment:

  • 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.
  • Ensure 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 or service, you can submit your complaint in the following ways:

  • In Person: Visit us at Spa Solutions Store Sauna Dekor, IOSB Metal Is, Basaksehir, Istanbul or Qatar at Al Daayen, Zone 69, Jabal Thuaileb, Bil Hanin Street or Tappersweg 8, 2031 ET Haarlem, Netherland.
  • In Writing: Write to us at the address above. Please address your letter to The Complaints Manager.
  • By Telephone: Call us at +90 532 581 08 77
  • By Email: Send an email to info@saunadekor.com.

How Long Will It Take?

We aim to resolve your complaint as quickly as possible. If we cannot resolve your complaint immediately, we will acknowledge receipt of your complaint within 5 business days, providing:

  • The reason why we have not resolved your complaint.
  • The name of the person handling your complaint.
  • An estimated timeline for when we will contact you again.

For complex complaints, resolution may take longer. We will keep you informed on a regular basis. If you need an update, please call us at +90 532 581 08 77 and ask to speak to the person handling your complaint.

If We Cannot Reach an Agreement:

If we cannot agree on a solution within 8 weeks, and your complaint relates to our credit brokerage service, we will:

  • Send a letter explaining the delay and an indication of when we expect to provide a final decision.
  • OR
  • Issue our final decision letter explaining 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 Klachteninstituut Financiële Dienstverlening (Kifid) :

If you want the Kifid to look into your complaint, you must contact them within six months of the date of our final response letter.

  • Contact Information:

    • Website: https://kifid.nl
    • Address: P.O. Box 93257, 2509 AG The Hague, Netherlands
    • Telephone: +31 70 333 8 999
    • Email: info@kifid.nl

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