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Complaints Procedure

It is our intention to ensure exceptional service at all times. However, in the unlikely event that you are unhappy with our service, please contact us immediately and we will endeavour to provide the service you deserve. We want you to tell us about any problem as soon as possible, so that we can put this right. Our complaints procedure below describes how we’ll handle your complaint and resolve any issues in a fair and prompt manner.

How We Will Handle Your Complaint

If a complaint is a verbal complaint, it may be possible for us to resolve the issue immediately with you over the phone. If a complaint is resolved on the initial complaint call, the manager handling the complaint shall ensure that you are satisfied with the resolution and close the complaint.

Where a verbal complaint is not immediately resolved, or a written complaint has been received, the manager handling the complaint will investigate further. This may involve contacting you for additional information or listening to call recordings where available.

If a complaint is unable to be resolved verbally, Contact Solutions Ltd shall have 10 business days in which to investigate. If longer is required, the manager who is handling the complaint shall contact you to advise them of a proposed resolution date.

Within 20 business days from receipt of the complaint, Contact Solutions Ltd shall provide you with its final decision and findings. This may be either through a telephone conversation, post or email and shall be agreed with both parties.

Upon completion of a full investigation and providing you with our final decision the complaint will then be closed.

Contacting Us

You can register your complaint by:

Call us: 0800 042 0358
Email us: customerservice@contact-solutions.co.uk
Write to us: The Compliance Manager, York House, 1st Floor, Edison Park, Swindon, SN3 3RB

Information we require from you

So that we can deal with your complaint quickly, please ensure that you include the following information;

  • Your full name
  • Your full postal address including postcode
  • A contact telephone number
  • A detailed summary of your complaint