We are committed to providing a high-quality service to all of our customers. However, if you believe that things have gone wrong, please send us your complaints and comments. We take these very seriously.
We are accredited to the British Standards Institute’s BS EN ISO 10002:2018. This means we must follow a strict process when dealing with complaints. We have put together the following guidelines to help you. For more information, download our complaints policy.
In most cases, our Customer Service team will be able to help you resolve your query. However, if you are dissatisfied with the outcome, or feel that your complaint needs to be dealt with in a more formal capacity please contact us by email, firstname.lastname@example.org, with ‘formal complaint’ in the subject field
Please clearly state your registration number, full details of your complaint, what you would like us to do to resolve the issue, details of any action you have already taken to try and resolve the issue and the method by which you would like us to respond (whether you would prefer a call back or email).
We will acknowledge receipt of your complaint and call you to discuss your concerns within two working days. We will investigate the issue and provide a full written response within 15 working days of receiving your complaint. If this is not possible, we will explain why and give you a date by which you can expect a full reply.
If you’re not satisfied with the reply to your complaint, you can request a review of the complaint. Please email or write to us and state why you disagree with the response and how you would like the complaint to be resolved.
If you’re still not satisfied, you can request a further review by emailing or writing to our Managing Director at the address below:
One of the ways in which we can continue to improve our services is by listening and responding to your views.
We would also welcome any comments or suggestions you have on our complaints procedure, to make sure it works as efficiently and effectively as possible.
Please note: We cannot be held responsible for the working practices of any of our members. If you have concerns about a company, please contact the Citizens’ Advice Consumer Advice line, who will pass your complaints to the appropriate local authority trading standards service.
To report a complaint, call the helpline on 03444 111 444 or visit www.citizensadvice.org.uk.
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