Step 1 - Speak with your Account Manager
We aim to provide all our customers 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 firstname.lastname@example.org and your account 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:
Team Metalogic Ltd
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.