Complaints Procedure
We work hard to get things right, but if something has gone wrong we want to hear about it and put it right.
At Happi we are committed to providing the highest standard of service to everyone we work with. Our agents are self-employed business owners who operate under their own redress schemes. If you feel that something has gone wrong, please follow the steps below so that your concern can be investigated and resolved as quickly as possible.
Step 1 – Contact the agent directly
Our agents are self-employed business owners, so in the first instance please raise your concerns directly with the agent you have been dealing with, either by phone or in writing. Many issues can be resolved quickly through a direct conversation with the agent themselves.
Step 2 – Contact Happi
If your complaint cannot be resolved directly with the agent, please contact us and we will do everything we can to help resolve the issue. You can reach us by phone, email or post:
Post: 167-169 Great Portland Street, London W1W 5PF
Telephone: 0208 102 8694
Email: hello@happi.co.uk
We will acknowledge receipt of your complaint within 3 working days and aim to provide a full response within 15 working days. If we are unable to resolve matters within this time, we will issue a final viewpoint letter within a further 15 working days.
Step 3 – The agent's redress scheme
If your complaint remains unresolved, the agent is a member of an independent redress scheme. Because each agent operates as a self-employed business owner with their own redress arrangement, the specific scheme will vary. We will confirm the relevant redress scheme and its contact details directly to you so that you can refer your complaint to them.
The redress scheme will not usually review a complaint until the agent's own internal complaints procedure has been completed, and referrals must typically be made within 12 months of the final viewpoint letter.