ReadyPrint Consumer Hire Agreement

Regulated Contract Complaints Handling Procedure

It is Epson’s aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with regulated contract complaints (ReadyPrint EcoTank hire agreement). It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: customer.service@epson.co.uk
Telephone: 0343 90 37766
Or write to us at: Customer Care Team, Epson UK Limited, Westside, London Rd, Apsley, Hemel Hempstead HP3 9TD

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your hire agreement details
  • Details of what you would like us to do to put things right

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day we will follow the steps outlined below.

Complaint Progress

We will keep you informed of the progress of your complaint and notify you in writing of the proposed resolution.

In the exceptional case that our investigations require longer than 4 weeks to complete, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we will make further contact. This must be within 8 weeks of the receipt of the complaint.

If after 8 weeks we are still not in a position to make a final response, we will write to you and give reasons for the delay and an indication of when we expect to provide you with a full and final response. At this point we must include details of the Financial Ombudsman Service who you can refer your complaint to if you wish.

Once our investigations are complete, we will write to you with our response. This will be either a final response or an offer letter depending on the circumstances of your complaint.

Final Response

A final response will set out clearly the firm’s decision and the reasons for it and is:

  • Where we believe that we have fully addressed your complaint;
  • Notified you that you may refer the complaint to the Financial Ombudsman Service if you remain dissatisfied with our final response and that you must do so within 6 months from the date of the final response; and
  • Provide the website address of the Financial Ombudsman Service and refer to the availability of further information on the website of the Financial Ombudsman Service

Offer Letter (Redress Determination)

An offer letter is:

  • Where we consider that you are entitled to some redress and believe that we have fully addressed your complaint. It will include information as to how we have calculated this and a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.

Complaints Settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

  • Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction
  • We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service and provide you with the contact details and further information from it.

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

  • we consider that doing so may better meet your needs
  • we have already been using another method to communicate about the complaint

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. Broadly speaking, you must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see financial-ombudsman.org.uk).