If your are not completely happy with our service we’d like to hear about it. That way we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
In writing – write to us and address your letter to The Customer Complaint Manager.
By telephone – call us on 0131 555 3543 during our office hours and ask for the Customer Services Department.
By email – email@example.com
How long will it take?
We aim to resolve your complaint as quickly as possible away but if we can’t we will write to you within 7 working days to tell you:
• Why we have not resolved your complaint
• Who is dealing with your complaint
• When we will contact you again
We will usually resolve your complaint quickly but if it is complex it may take longer.
We will keep you informed on a regular basis (and every 6 weeks as a minimum) but if you need an update please call us and ask to speak to the person handling your complaint.