Our complaints code
Here you will find out how we handle your complaints. If you can’t raise the complaint yourself, someone else with access to your details can step in.
We will explain:
- If you’re not happy, how you can contact us
- What we will do about it and when
- What to do if you’re not satisfied with our response
How to get in touch
There are a number of ways to contact us. If you decide to call or use our live chat, we can confirm the conversation in writing if you ask us to.
We may ask to speak to our primary contact within a business in order to protect the business privacy.
- Online chat – use the little chat icon on the bottom right of any webpage.
Phone our HQ – 03449 848 848
Email – firstname.lastname@example.org
Post – 848 Group
Unit 7 Marconi Gate
Staffordshire Technology Park
What will happen and when
- When you complain
We will listen to your issue and try to fix it straight away. If we need more time we will let you know how long it will take or when we will update you on our progress.
- If you’re not happy
If what we have done to fix the issue didn’t help or you’re not satisfied, you can escalate your complaint at any time.
However, we want you to be happy so please let us try and resolve things first.
- Following escalation
If your first escalation didn’t resolve your complaint, you can escalate the complaint again and we will carry out a final review.
- Closing your complaint
We only close complaints when you say we have resolved it or if we are unable to contact you for 28 days.
What to do if things are still not right
If we have not been able to resolve the issue and handle your complaint satisfactorily, you can pass your complaint to our Alternative Dispute Resolution scheme, run by the Ombudsman Services: Communications, if:
- a) it has been eight weeks since you first complained and we have not been able to resolve it
b) we have sent you a ‘deadlock’ letter where we have explained we have not been able to resolve your complaint
- c) your complaints sits within the ADR scheme and your business has less than 10 employees
You can find out more at ombudsman-services.org/communications,
phone them on 0330 440 1614*
textphone them on 0330 440 1600*
write to them at Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU.
Get In Touch
call 03449 848 848 (between 08:30 – 18:00 Monday to Friday)
Or, just click the chat icon bottom right and connect with us now.