What is the Complaints and Appeals procedure?
Step 1: Contacting us
If you have a complaint about any of the services we offer, then we would like to hear from you. Please contact us via any of the methods listed on our Contact Us page and we will endeavour to resolve your issues quickly and efficiently. During business hours you can expect to receive a response within 24 hours.
Step 2: Escalating your issue
If the member of staff has not been able to assist you then please ask to speak to a manager. If a manager is not available at the time of request then we will ask for some contact information so that they can get in touch as soon as possible. During business hours you can expect to receive a response within 24 hours, if you escalate your issue on a weekend or bank holiday there will be a slight delay, possibly up to 72 hours.
Raising an Appeal
If after discussing any concerns you are dissatisfied with the response provided or the way your issue has been dealt with, you can raise an appeal by writing to the address below. Please provide details of your account details and the outstanding complaint.
117 Hullbridge Road,
South Woodham Ferrers,