Complaints Policy

If you want to make a complaint, we will deal with it speedily and fairly. We will:
• Acknowledge your complaint within 5 working days of receipt
• Try and resolve your complaint fully within 4 weeks of receipt. If there are valid reasons for consideration of the complaint taking longer, we will keep you fully informed in writing or via telephone or email as you prefer and you will receive a response at the very latest within 8 weeks.
• Speak with counseling organisations acting on your behalf, if you ask us to.
• Send you a final decision on the complaint in writing.
If you are not satisfied with the final decision, you may refer the complaint to the Independent Property Codes Adjudication Scheme (IPCAS) and we will give you contact details. We will co-operate fully with the independent adjudicator during the consideration of a complaint by the IPCAS and comply with any decision.
Complaints should be sent to:

Hips Direct Customer Services Department
Nine Looms Business Centre,
Leighton Road,
Neston,
Cheshire.
CH64 3SW.