We aim to provide all our customers with a high level of service. However, if for any reason you are not satisfied with the service that you have received please contact us so that we can investigate and respond to your complaint.
If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.
How do I make a formal complaint?
If you wish to make a formal complaint, please ensure that you include details of any previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.
All formal complaints should be made in writing and include the following information:
Your name and contact details and other information if appropriate
The details of the initial complaint
A clear description of your concern or complaint
What steps you would like us to take to resolve the issue
Please write "Complaint" clearly on the top of your letter or in the subject line of your email.
Please send your complaint to firstname.lastname@example.org
What happens next?
When the Company has received your complaint, it will be acknowledged within two working days.
We will then fully investigate your complaint and aim to respond within 10 working days.
If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.