Complaints Procedure
Our Commitment
We are committed to delivering world-class services at the highest standard. We welcome feedback — positive or negative — because it helps us continually improve the experience for our customers.
How to Give Feedback
If you have suggestions, comments, or ideas for improvement, please email [email protected]
. Your feedback will be acknowledged and forwarded to the relevant Team Leader and Business Manager.
How to Make a Complaint
If you have a complaint, please contact our Customer Care Team:
Email: [email protected]
Provide as much detail as possible, including what happened and how you’d like us to put things right.
What Happens Next
Acknowledgement – We will acknowledge your complaint within 3 working days (may take longer during busy times).
Investigation – We may request further information if needed.
Response – We aim to resolve your complaint within 14 working days from receiving all relevant information.
If You’re Not Satisfied
If you are unhappy with our response, you may request that your complaint be reviewed by a Director.
Continuous Improvement
All complaints and feedback are recorded, reviewed, and used to help us improve our services.