This Customer Complaints Code relates to The Excell Group Plc or any associated subsidiary or holding company.
We are committed to providing outstanding customer service and feel it is vital that we listen to our customers and any concerns or feedback that they may have. With that in mind we take customer complaints very seriously and aside from striving to resolve all complaints swiftly, we also take each complaint as an opportunity to review our procedures to ensure we are constantly improving our customer experiences.
How to raise a Complaint:
If you are unhappy and would like to raise a complaint with us, please chose from the following options of how to contact us:
Telephone: 01223 505050
In Writing: The Complaints Department, Excell Group Plc, 6 Langford Arch, London Rood, Sawston, Cambridge, CB22 3FX
Within 2 working days of receipt of a complaint received by email or in writing we will acknowledge receipt back to you.
Our Complaints Department will initially review your complaint and work with the most appropriately experienced departmental manager within our organisation and a full investigation will take place. During this investigatory period, we will collate all information relevant to your complaint with the aim of providing you with a resolution that we hope meets with your approval. We aim to provide a response to you within 7 working days.
Alternative Dispute Resolution:
Should we be unable to provide a suitable resolution for you at this stage, or if 8 weeks have passed since your initial complaint, then we will provide you with the details of our ADR scheme which is operated by the Ombudsman Service. Use of the Ombudsman Service is subject to their eligibility criteria, if the matter does not meet their criteria, we will advise of our final position.
Contact details for the Ombudsman Services are:
Address: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Telephone: 0330 440 1614
Fax: 0330 440 1615