Complaints Procedure

Our complaints policy

We are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers experience.

Should you have any tips for us how to improve, we would love to hear from you!

Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice which could help us shape the future of our company, as well as give us an opportunity to make amends

 

If you would like to give us your feedback:

Please email us on [email protected] with your comment. We will acknowledge your email and forward your comment to the relevant Team Leader and our Business Manager, depending on which area of our business it concerns.

 

If you have a complaint:

Please email us on [email protected], providing as much detail as you can.

We will acknowledge your email from our customer care team within three days of receipt.

We will then investigate your complaint. This may mean that we will ask you to provide more information, depending on the type of your submission. This should take no longer than 14 days (from the date of the acknowledge email), after which we will respond to you with a resolution.

After that, you will have another 14 days to contact us again should you feel unsatisfied with the result. 

We will escalate your complaint to our Head of Operations, who will review the case and respond with our final position again, within 14 days.