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Complaints

In the first instance, please call us on 0161 523 2860 , and we will try and resolve your complaint by telephone.  If we cannot resolve your complaint by telephone you can make a formal complaint in writing to:

How we will deal with your complaint

We aim to resolve your complaint as soon as possible. Sometimes things take a little more time. Please find below the process that we will adhere to respond to your query.

Within 3 days

We appreciate that time is often of the essence when a customer is dissatisfied enough to make a complaint. We aim wherever possible to resolve all complaints within 3 days of receipt.

If we are unable to resolve your complaint within 3 days of receiving it, we will send you an acknowledgement letter to let you know that your complaint is being dealt with, and to provide you with the contact details of the person dealing with it.

Within 4 weeks you will receive from us:

If the complaint is still being investigated 4 weeks after receipt, we are obliged to send you a further response to let you know what is happening. This letter should detail either:

  1. The reasons why more time is required to investigate your response and how long it will be before you should expect to receive a final response (within a maximum of another 4 weeks).
    Or,
  2. The final response from us. This will include the findings from our investigation and details of any compensation we have concluded is payable to you (if appropriate)

Within 8 weeks you will receive from us:

Within 8 weeks of receiving your complaint we are obliged to have completed a full investigation in order to provide you with a final response.

Hopefully this would be a mutually satisfactory response and the matter will be concluded.

Your Rights

We hope that you will accept the decision of our Complaints Department. If this should not be the case, you remain free at all times to seek independent advice.