Complaints Handling Procedure
If you have a complaint with any of our services, please follow the procedure below so we can ensure your complaint is fully investigated and resolved.
In the first instance, we ask that customers contact a member of staff in the relevant department.
If the complaint is account related, please contact firstname.lastname@example.org or use our contact form and address the accounts department.
For issues of a general nature, please use the support contact addresses.
An adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly.
In most cases, no further action will be necessary. However, if the adviser is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the Department Manager who will contact you within four hours and undertake further investigation. The Manager will then report back to you within 48 hours.
In the event that all the above procedures have been followed and completed without eliciting an acceptable response or proposed resolution, the Manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 30 days of receipt.