Complaints policy

Making sure you're happy with the support and guidance we give you.


We put our customers are at the heart of everything we do and making sure you're happy with the support and guidance we give you is important to us. However, sometimes we miss the mark and if you're not satisfied with our response we want to know about it. It is your feedback that helps us improve our service and avoid making the same mistake twice.

Step 1 - Contact us

If you're unhappy with any aspect of the service you've had from us, then the first step is to contact our Customer Support team. We will aim to resolve most issues quickly and informally as soon as you get in touch. We can be contacted 7 days a week by email or phone:

Step 2 - Escalating

If you have raised your complaint through our Customer Support team and are not satisfied with the response, you should complain to our Customer Support Manager by email or mail.

Please include as much information about the complaint as possible and the reason you were not satisfied with with our response. This might include:

  • Ticket Ids
  • Names of support agents you dealt with
  • Relevant dates and times
  • Any other correspondence or supporting documentation

We will acknowledge your complaint within 2 working days and begin our investigation. We will aim to respond within 10 working days. Depending on the nature of your complaint our investigation may take longer to complete. If this is the case we will inform you and let you know when you can expect our response.

Step 3 - Taking your complaint further

After following steps 1 and 2, if you are not satisfied with the response you have received from our Customer Support Manager, you can make a formal complaint in writing to a company Director. Please also include what steps you would like us to take to resolve the issue. One of our Directors will then review your complaint and the responses from our staff.

You will receive acknowledgment of your complaint within 2 working days and a final response within 10 working days. If your complaint requires longer investigation we will inform you of this and let you know when you can expect our response.

Please send your escalated complaint in writing to:

Customer Complaints
FAO: Directors
Acton House,
Perdiswell Park,
WR3 7GD,