Our Complaints Policy
We are committed to providing a high‑quality communication service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us using email, facsimile or post with the details. We aim to resolve each complaint within 8 weeks from date of receipt. If we are unable to resolve your complaint within the given time period you may complain to the: Ombudsman Services: Communications.
What Will Happen Next?
- We will send you a letter acknowledging receipt of your complaint enclosing a copy of this procedure.
- Your complaint will be dealt with by our complaints department.
- The complaints department will contact you to discuss the issue and will accept a full account from you by email, facsimile or post hopefully resolving your complaint. The manner of communication you chose to use will be replicated, by the department, with all correspondence. They will do this as soon as practicable after a reasonable period of time from receipt of your account.
- Within a reasonable period of time, after receipt of your account, the complaints department will write to you to confirm what took place and any solutions they have agreed with you.
- Upon receipt of this letter, if you are still not satisfied, you should contact us again and we will arrange for the head of the complaints department, or their appointed representative at the firm, to review the decision.
- The head of the complaints department, or appointed representative, will write to you within a reasonable period of receiving your request for a review, confirming their final position on your complaint and explaining their reasons.
If you are still not satisfied, please contact the Ombudsman at:
Ombudsman Services: Communications
PO Box 730
0330 440 1614 or 01925 430049
You can contact the Communications Ombudsman during the eight week period or after receiving a final written response from us about your complaint.
The above criteria comply with the protocols published by the regulatory authority, Ofcom, and the Ombudsman Services: Communications.