We take complaints about our work, staff, and levels of service very seriously. If you are not satisfied with any aspect of our service, please follow this process to raise a formal complaint.
It is easier for us to resolve complaints if you make them directly to us on-line through our web-form or live chat.
Alternatively, you can email our Client Service Team (CST) at email@example.com.
Our CST aims to resolve any complaint immediately and expect this to be the case for 90% of all complaints. We call this RFPOC – Resolution at First Point of Contact. If RFPOC is not possible, your complaint will be referred or re-assigned to a more appropriate member of staff in the business.
We will need:
When you have made your complaint, we will:
Our complaints process has two stages:
If for any reason we aren’t able to resolve your complaint within three working days, it will be escalated to a more appropriate member of staff who will further investigate to find a resolution.
If you are not satisfied with the outcome of your formal complaint and wish to take the matter further, please request that your case is escalated to a Senior Team Member who will review the information and advise you of the expected response time to resolve, taking in to account the complexity of the investigation.
Sometimes, where both parties can’t reach an agreement in rare cases, we will offer you a letter of Deadlock allowing you to take your complaint externally to seek independent advice to find a resolution
Complete the below form to submit a formal complaint to Mercia