I’ve just received this email from Hitachi Finance. The date of 20th October is what DFS pushed for when I first called them the day after I received the sofas. Seems they’re still pushing to get their repair man in. Should I refuse this and carry on with the letter of claim?
DFS have made me aware they have scheduled a visit for 20 October 2021. I appreciate you wish to reject the goods and do not want to accept a repair and so I have made this clear to them. Any claims reported do require a visit to inspect the goods before a decision/outcome can be made.
This is the email Hitachi sent me after I first contacted them.
Thanks for getting in touch with us to raise a claim under Section 75 of the Consumer Credit Act 1974.
We've provided information below which explains how we will handle your claim, what you can expect from us and how long it takes. If you'd like a paper copy please contact us and we'll send it to you. Your claim will be looked after by a member of our Claims Team who'll be in touch shortly.
We aim to resolve your claim as quickly as possible and we'll keep in touch to let you know what's happening. If you'd rather be contacted by telephone or letter, please let us know.
If you've a current agreement with us, you still need to make your monthly repayments in full and on time, regardless of your claim.
If you have any questions for us in the meantime, please call 0113 380 1065 or email [email protected]
How we will handle your claim
Our customers are at the heart of everything we do, and we are committed to providing you with the best possible service. We know that sometimes things can go wrong, and when they do, we want to know so we can help you put it right as quickly as possible.
How long it will take
We will try to resolve your claim quickly through a member of our Claims Team.
It may take some time to review your claim and where we need to look into it in more detail we will write to you to let you know and keep you updated with our progress until we have reached a decision.
We aim to resolve the majority of our claims within 8 weeks.
What to do if we can't reach an agreement
If after we've done everything we can to help with your claim, you're not happy with our decision or if you think we're taking too long to look into it, then you can raise a complaint
Whilst we hope this won't be necessary, a member of our Customer Care Team will independently investigate the claim review and decision, and provide you with a Final Response Letter.