print button If we get it wrong

We acknowledge that despite our best endeavours we may not be able to please all of our clients or service recipients all of the time.

If you are dissatisfied with our response times, feel you have a dispute with us, or you are just not happy with the service you have received (in short you feel you have cause for complaint), please feel free either to write to us at PO Box 279, Ware, SG12 9WH, for the attention of our Customer Services Manager, or contact us on email at

This is what you may expect from us if you should have cause to make a complaint. We will:

  • Acknowledge receipt of your complaint within 5 working days.
  • Refer your complaint to the Managing Director to deal with.
  • Provide you with a full response within 28 working days .

Through the complaints procedure process we will be in discussion with all parties concerned. We may also need to refer back to the complainant, or refer to third parties for additional or corroborative information. In the event that this may affect the timeframe within which we aim to deal with a complaint received we will advise the complainant accordingly.

We will use our best endeavours to put right any wrongs in order that the complainant may have continuing confidence in our abilities and the service being provided.

If we are unable to satisfy the complainant the matter would then be continued to completion through either one of two routes, depending on whether the complaint is a 'customer complaint' (in the case of a Business to Customer Transaction). or a 'contractual dispute' (in the case of a Business to Business transaction).

Customer Complaints

If you feel the need to register a complaint please contact us on the telephone on 08452 713300 or by email