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At Hoover, we are committed to handling complaints promptly, effectively, and fairly. The process below outlines how we manage your concerns, ensuring a smooth experience while keeping expectations clear.
How to Make a Complaint
We hope your experience with Hoover goes smoothly, but if something isn’t right, we want to hear from you.
To raise a complaint, email us at support.ecommerce@haier-europe.com.
Please ensure that your email subject line clearly states "Complaint" and include the following details:
1. Your full name and address
2. Your contact details and preferred method of contact (phone/email)
3. A brief description of the issue
4. Your original order number if available (found in your order confirmation email)
5. Any supporting evidence, such as photos, that could help us investigate your complaint
What Happens Next?
Our team is available Monday to Friday, 9am–5pm, and we aim to respond to your email within two business days. We’ll work to resolve your issue as quickly as possible and will keep a record of your complaint internally.
Step 1:
If we can’t resolve the issue immediately, we’ll let you know the next steps and when to expect an update.
Step 2:
Once your complaint has been resolved, we’ll close it and use your feedback to improve our service. If we’re unable to reach you, we may also close the complaint. However, if you still need assistance, simply get back in touch within 28 days, and we’ll reopen your case to find a mutually acceptable solution.
Independent Advice
If you’re not satisfied with the progress of your complaint or the resolution provided, you can seek independent advice. You may find helpful information at:
Consumer Rights – GOV.UK