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Complaints Procedure

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It is important to us that you are happy with the service we provide to you. In the first instance, you should register your complaint or enquiry via our contact form, email or in writing. Please click here for contact information. It is important that you provide a valid working email address in all correspondence as well as full details of the problem you're having.

Formal Procedure

Formal complaints should be made by email or in writing with the subject or reference stating "Formal Complaint". Please click here for contact information. It is important that you provide a valid working email address in all correspondence as well as full details of the problem you're having. Our staff will make sure that your complaint is entered into our formal complaints process and we will acknowledge your complaint within 2 working days.

We will provide you with a considered response within 10 working days of receiving your formal complaint. If for some reason we cannot resolve the matter within 10 working days, we will keep you informed of the delay, the reason for it, and will give you an approximate date by which we will be able to give you a full reply.

Your complaint will be dealt with by a member of our customer support team. If they are unable to resolve your issue, this will be escalated to our Customer Care Manager or a Company Director who will deal with your complaint as per above.

 


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