What do you do with my information?

When you use our website, we collect the personal information you give us such as your name, email and phone number. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: With your permission, we may send you emails about our store, new products and other updates.

How do I withdraw my consent?

If after you opt-in, you change your mind, you may withdrawing your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@sheewaterhome.com.


We may disclose your personal information if we are required by law to do so.

Third-Party Services

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. 


When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

Google Analytics

Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at.


To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

Age of Consent

By using this site, you represent that you are at least the age of majority in your country or province of residence, or that you are the age of majority in your country or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

Privacy Policy Statement Changes

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

Questions and Contact Information

If you would like to access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact us at info@sheewaterhome.com.

Complaints Procedure

Complaints Contact

Store Manager

Telephone:  01733 590209

E-mail:  info@sheewaterhome.com

Our Procedures

Any complaint verbal or written, including electronically, will be referred
to our complaint’s manager at the earliest opportunity or to a member of the
senior management if the complaints manager is unavailable. We will also


You will
receive contact from us advising on progress if we cannot respond immediately.
We will let you have our final response as soon as possible and not later than eight

SheeWater Home Ltd

Customers may express dissatisfaction to us about
our products and services. We will need to establish whether or not the complaint
relates to the information given, the firm or the service and installation. If
unclear, this must not delay investigation and we will proceed with our own
investigation. The complaints manager will review this matter and take the
complaint to the firm for them to investigate and provide a written explanation
and any supporting information. This may include photos, checklists or remedial
satisfaction notes.


The complaints
manager will establish the nature and scope of the complaint having due regards
to the Financial Conduct Authority’s direction:


It is the firm’s
policy to treat all complainants the same, however, eligible complainants, customers that have purchased goods and
services using a lenders finance, are legally defined and have additional
rights in law that we must acknowledge and adhere to.

The Financial Conduct Authority complaints rules apply
to complaints:

§  Made by, or on behalf of an eligible

§  Relating to regulated activity.

§  Involving an allegation that the complainant has suffered, or may suffer,
financial loss, material distress or material inconvenience.

Final response

This will
set out clearly our decision and the reasons for it. If any compensation is
offered a clear method of calculation will be shown.

The firm
must include details of the Financial Ombudsman Service in the final response
if dealing with an eligible complainant and
a regulated activity, we will:


Complaints Settled within 3 business days

that can be settled to the customer’s satisfaction within 3 business days can
be recorded and communicated differently.

we consider a complaint to be resolved to the customer’s satisfaction under this
section, the firm will promptly send a ‘Summary Resolution Communication’,
being a written communication from them which:

(1)  refers
to the fact that the customer has made a complaint and informs them that they
now consider the complaint to have been resolved to the customers satisfaction.

(2)  The
firm will tell the customer that if they subsequently decide that they are
dissatisfied with the resolution of the complaint they may be able to refer the
complaint back to the firm for further consideration or alternatively refer the
complaint to the Financial Ombudsman Service;

(3)  Provide
the website address of the Financial Ombudsman Service; and

(4)  Refer
to the availability of further information on the website of the Financial Ombudsman

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

(1)  We
consider that doing so may better meet the customer’s needs; or

(2)  They
have already been using another method to communicate about the complaint. This
may include recorded calls, emails or text messages.

Closing a

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

Ombudsman Service

We will co-operate
fully with the Ombudsman in resolving any complaints made against us and agree
to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly
any fees levied by the Ombudsman. 

How Long You
Have to Complain to the Financial Ombudsman Service

have the right to refer your complaint to the Financial Ombudsman Service, free
of charge – but you must do so within six months of the date the final response

you do not refer your complaint in time, the Ombudsman will not have our permission
to consider your complaint and so will only be able to do so in very limited
circumstances. For example, if the Ombudsman believes that the delay was as a
result of exceptional circumstances.


Financial Ombudsman Service, Exchange Tower, London E14 9SR


Tel:  0800 023 4567 (free for most people ringing
from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile)
or 020 7964 0500 (if calling from abroad)


Email:  complaint.info@financial-ombudsman.org.uk


Website:  www.financial-ombudsman.org.uk


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