Mediation & Complaints Dept
Complaint Steps: We know sometimes things can go wrong and we take complaints very seriously, so if you are not happy with your experience, here are your options for resolution. We will always do our best to put things right.
{First Step:}
Call our Mediation & Complaints line at 1(888) 589-2540 or Fill out our Online Complaints Form and give us the opportunity to put it right. Rest assured we are committed to resolving your complaint. We will keep in touch with you until it is resolved. We will carry out a review of all the actions we have taken and all correspondence between us. We will keep you informed through to resolution.
{Second Step:}
In the unlikely event that we have been unable to resolve your complaint, or you are unhappy, you can ask for your complaint to be referred to a senior member of our Mediation & Complaints Team and request that they contact you by phone or letter. Alternatively, you can write to Mediation & Complaints Team, P.O. Box 3183 Jamestown, NY 14702
{Third Step:}
If you have followed steps 1 and 2 and remain unhappy or we haven’t been able to resolve your complaint to your satisfaction, the Executive Complaints Team will refer your complaint to our Head of Customer Relations for review. Finally, our Head of Customer Relations will review all the actions we have taken and all contact between us. You will then receive a Final Response letter explaining our final position.
When you call or write to us, one of our Customer Service advisers will manage your inquiry and they will do all they can to reach a timely resolution.
We want to ensure that all our customers are treated fairly and receive a resolution that meets their needs.
We will always do our best to resolve your complaint within 10 working days. If it takes longer, we will tell you the likely time frame and keep you informed of our progress throughout. When complete, our response will always include an explanation, details of what we have done to put things right.
Complaint Form