Complaints handling procedure
The principle assigned to deal with complaints is:
Unit 303, Tower Street
Liverpool L3 4BJ
Alternatively, you can contact us via:
0333 305 7560
Step-by-step complaints procedure
If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible.
However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right. We want to
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
Write to us and address your letter to The Customer Complaint Manager.
Call us on 0333 305 7560 during our office hours and ask for the Customer Services Department.
Send an email to firstname.lastname@example.org.
How long will it take?
We aim to resolve your complaint straight away but if we can’t, then we will write to you within three business days to tell you:
We will aim to resolve your complaint quickly but it may take longer if it is complex. We will keep you informed on a regular basis but if you need an update, please call us on 0333 305 7560 and ask to speak to the person handling your complaint.
If we cannot reach agreement with you?
If we can’t agree a solution with you within eight weeks, we will:
Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
0330 440 1614
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