We are committed to ensuring our customers receive a high standard of service. We also appreciate that sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.
Stage 1: Contacting us
If you have a complaint about any aspect of our service, then we would like to hear from you. Please email us at firstname.lastname@example.org, detailing the nature of your complaint. Many outstanding issues can be resolved informally by raising the issue with a member of staff. The staff member who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution within 5 business days.
Stage 2: Escalating your issue
If the member of staff helping you is not able to resolve your complaint or you are dissatisfied with the resolution of your complaint, you can escalate your issue to a member of company management for resolution. Please email us at email@example.com, detailing the full nature of why you are escalating your complaint and/or the reason why you are dissatisfied with the resolution of your complaint. Our management team will be happy to look further into your complaint for you.
Your escalated complaint will be acknowledged by email or via telephone within 3 working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within 10 working days.
Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.