Our Investigation Process
Our Customer Support Officers will assess your complaint or concern, ensuring that we are able to assist. If we are unable to assist we will explain why and provide you with help in furthering your complaint with the correct organisation.
When considering your complaint, it would assist us if you explain why you are not satisfied with your supplier. We would also like to know what you would like us to do to remedy the situation. By telling us what you would like us to do, however, will not prevent us from using our expertise to assess whether there may be further steps which may be taken. We will consider your complaint independently and investigate your complaint robustly and expertly.
To support your complaint, please provide copies of any exchanges of correspondence with your supplier or demonstrate that you have used your supplier’s own complaints process in the first instance.
We will acknowledge your contact/complaint when we have agreed that we are able to help you, and then begin our investigations with your supplier. It should be noted that we will provide a copy of your complaint to us, to your supplier. If you provide us with information which you do not want shared, please advise us so that we may consider this further.
It is our aim to deal with your issues efficiently, reasonably and provide detailed explanations on any of our decisions. If we believe that there are steps which your supplier should take to resolve the issue, we will confirm this to you and your supplier.
How to contact us.
Please see the Contact us page for information on how to contact us in relation to a complaint.