Complaints Procedure

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We hope that you're delighted with any purchase you've made or service you've received from Quatropi Limited and that you'll never have reason to complain. If there's something you're not happy with, we'd like you to tell the right people about it so that we can put matters right.

Product Complaint handling and dispute resolution process

Contact us straight away.

In the first instance, our Customer Service Team is here to help, their aim is to provide the quickest possible solution for you.

Once we receive your complaint, you will be contacted within 5 working days to discuss the best way forward.

If you are making us aware of a product-related issue after it has arrived in your home, our Customer Service team are the quickest route to getting it put right. Here, we will ask you to help you to capture essential information and photographs to show us what needs to be done.

Online – service@quatropi.com

Post - Customer Services, Quatropi Ltd, Unit 8 Whitacre Road, Whitacre Road Industrial Estate, Nuneaton, Warwickshire, CV11 6BX

Escalating the complaint

If you're still not happy with our response, please raise this with the person handling your enquiry as they are best placed to help you understand the response that they have made.

If you wish for your complaint to receive further review, please email complaints@quatropi.com or in writing at the address above.

If you're unhappy with our decision, and wish to take your complaint further, you can contact Consumer Dispute Resolution Limited (CDRL).

This is a free, independent service for resolving disputes. You can refer your complaint to CDRL at any time, but they'll need our consent to investigate complaints where:

  • we haven't had the chance to put things right
  • we haven't exceeded the relevant timescale

Online: www.cdrl.org.uk

Office Hours Monday to Friday: 9am – 5.30pm

Write to:

CDRL
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW

Finance complaint

If your complaint is regarding your finance agreement this will be passed to our relationship manager at Hitachi for resolution. If you need an escalation or follow-up on any complaints regarding finance, Hitachi’s complaint procedure can be found here: https://www.hitachipersonalfinance.co.uk/complaints/.