Let us know how we can improve.
We aim to exceed your expectations. Even so, sometimes things go wrong. If we have failed to provide the service you expected, we would like to put this right.
Customer service is at the heart of everything we do. If you would like to make a complaint, please let us know as we would like to make this right.
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.
- Phone our HQ – 03449 848 848
- Email – [email protected]
- Post – 848 Group
Unit 3 Marconi Gate
Staffordshire Technology Park
Stafford
ST18 0FZ
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.