Complaint Policy
Complaints Procedure
Our aim is to provide all our customers with a high level of service. However, if for any reason you are not satisfied with the service that you have received from us, please contact an advisor who will investigate and respond to your complaint.
If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated fairly, transparently, and promptly.
How do I make a formal complaint?
If you have made a complaint to an advisor and are not satisfied with the response you receive, you may escalate your complaint. All complaints should initially be made to the Manager.
Please send your complaint to:
Matthew Owers
Webx Solutions Ltd
Metloc Business Hub
37 Victoria Road
Romford
Essex
RM1 2LH
United Kingdom
Email:
Telephone: 0208 500 1303
What happens next?
- Your complaint will be acknowledged within two working days.
- We will fully investigate your complaint and aim to respond within 10 working days.
- If further time is required, we will contact you within 10 working days to explain the delay and provide an expected response date.
- Your complaint will be recorded and retained for monitoring and quality assurance purposes.
What happens if I am not satisfied with the response I receive?
If you are not satisfied with the response provided by the Manager, you may escalate your complaint to the Chief Executive.
You must do so within 20 working days from the date of our response. If no escalated complaint is received within this period, the matter will be considered resolved.
When making an escalated complaint, please include:
- Details of your original complaint
- The response received
- Clear reasons for your continued dissatisfaction
You will receive a final response within 10 working days of receipt.
All escalated complaints must be made in writing and include the following information:
- Your name and contact details
- Details of the initial complaint
- A clear description of your concern
- The resolution you are seeking
Please clearly mark your correspondence with “Complaint” in the subject line or at the top of your letter.
Please send escalated complaints to:
Mr Paul Franklin
Chief Executive
Webx Solutions Ltd
Metloc Business Hub
37 Victoria Road
Romford
Essex
RM1 2LH
United Kingdom
Email:
What happens next?
- Receipt of your escalated complaint will be acknowledged within two working days.
- A full investigation will be carried out and a response issued within 10 working days.
- If additional time is required, you will be informed within 10 working days and provided with an updated timeframe.
- All complaints are retained for internal monitoring and service improvement purposes.
Data Protection & Privacy (GDPR)
Webx Solutions Ltd processes personal data provided during the complaints process for the purpose of investigating and resolving complaints. This processing is carried out under our legitimate interests and, where applicable, to comply with legal and regulatory obligations.
Personal data collected in connection with complaints will be retained only for as long as necessary to resolve the matter, comply with legal requirements, and support internal review processes. Once no longer required, data will be securely deleted.
You have the right to:
- Request access to your personal data
- Request correction of inaccurate or incomplete data
- Request deletion of your data where applicable
- Object to or restrict processing in certain circumstances
Further details about how we process personal data can be found in our Privacy Policy.
If you believe your personal data has been handled improperly, you have the right to raise a concern with the Information Commissioner’s Office (ICO) at www.ico.org.uk.