Complaints Procedure

We are committed to providing top-quality products backed by high-quality service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve the service we provide to you.

So, if you have a complaint about any aspect of the service we have provided to you, please contact our Office Manager on 0800 0370 899 or click here to email Customer Services with the details as soon as possible.

What will happen next?

We will contact you acknowledging receipt of your complaint within one working day of receipt.

We will investigate your complaint fully. This involves raising an internal form (Continual Improvement Form) as part of our quality system.  The form helps us coordinate our investigation and it will be immediately reviewed by at least two members of staff, one of whom will be a director.

We promise to advise you within five working days of acknowledgement of your complaint the proposed resolution or state of progress of your complaint.

If, upon receipt, you are not satisfied with the proposed resolution, you should contact us again within five working days of the proposed resolution.  We will arrange for the details of your complaint to be reviewed and commented by the Managing Director.  You will receive a final comment within five working days.

Issue 2

20/08/2014