Complaints

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Complaints

Complaints procedure

We aim to provide all our customers with a high level of service at all timesnbsp; However, if for any reason you are not satisfied with the service that you have received from us, please contact the supervisor of the department concerned who will investigate and respond to your complaint.  If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below.  We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

If you have made a complaint to the supervisor of the department concerned and are not happy with the response that you receive then you can escalate your complaint.  All complaints should be made using the email form which can be accessed through the button at the bottom of this page.

What happens next?

  • When the department manager has received your complaint, they will acknowledge it within two working days.
  • We will then fully investigate your complaint and aim to respond within 10 working days.
  • If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
  • Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the department manager then you have a period of 20 working days, from the date of our response, to make an escalated complaint to the Managing Director.  If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction.  You should receive a final response within 10 working days.

All escalated complaints should be made in writing and include the following information:

  • Your name and contact details
  • The website name(s) concerned (if appropriate)
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue
  • Please write “Complaint” clearly on the top of your letter or in the subject line of your email.

Please send your complaint to:

Strategies Online
R1010, Building A2,
Cody Technology Park,
Farnborough, Hampshire,
GU14 0LX,
United Kingdom

T: +44 (0)1276 701200

F: +44 (0)1276 701202

Or email us by clicking on the following button:

Make a formal complaint

What happens next

  • When the Managing Director has received your complaint, it will be acknowledged within two working days. We will then fully investigate your complaint and aim to respond within 10 working days.
  • If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
  • Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What if I have suggestions and comments rather than a complaint?

We always welcome feedback on any aspect of our policy, procedures or services.  If you would like to send us suggestions or comments please use the button at the bottom of the page and they will passed on to the relevant department or project team as appropriate.

Make a suggestion

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