Complaints Procedure

We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly. We recommend that the sooner you bring any concerns to our attention the sooner we can resolve it.

Team Metalogic will always endeavour to comply fully with the terms and conditions of our contractual agreement as we appreciate and value all our customers.


Step 1 – Speak with your Partner Success Manager

We aim to provide all our partners with an exceptionally high level of service. However, if for any reason you are not satisfied with the service that you have received from us, please let us know by e-mailing and your Partner Success Manager will investigate and respond as quickly as possible.


Step 2 – Make a formal complaint

If you are not happy with the response you receive and wish to escalate a complaint, we’ve outlined our complaints procedure below. We give you our commitment that your concerns will be fully investigated and we’ll continue to work with you in order to reach a resolution.

All complaints should be made to:

Mike Parfitt
Team Metalogic Ltd
Bridge House
Caerphilly Business Park
Caerphilly, CF83 3RQ

Telephone: 0345 521 0618
Fax: 0345 521 0619

Step 3 – Acknowledgement & Investigation

Once we have received your complaint, you will be sent an acknowledgement of receipt within two working days.

We will then fully investigate your complaint and aim to respond within 10 working days.

If the situation requires further 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 be kept on file to enable us to monitor the number and types of complaints we receive.