Complaints
In the unlikely event that you are dissatisfied with our services and wish to make a formal complaint, we have streamlined our complaints procedure for your convenience.
Complaints Procedure
Step 1
We strive to address complaints promptly and believe that many issues can be resolved informally. If you have a grievance, please contact us as soon as possible.
If you reach out by phone or in person, kindly note the name of the person you spoke with.
Take note of any proposed resolution immediately and indicate whether you find it satisfactory.
Should you remain unsatisfied with the proposed resolution, you may escalate the complaint to the formal stage.
Step 2
Document your complaint in writing and send it to LITLEC, 2 Sunbeam Street, Newton-le-Willows, UK.
You will receive an acknowledgment within 3 working days upon receipt of your written complaint.
Kindly provide your telephone number and email address. We may contact you by phone to ensure we fully understand your complaint.
Your complaint will be logged in our records and assigned for investigation.
You will receive a detailed response within 14 working days upon receipt of your complaint. If the investigation requires additional time, which may include a site visit, you will receive a progress update along with an estimated date for a final reply, no later than 14 working days thereafter.
Step 3
In the event of an unresolved issue, you may refer your case to our nominated alternative dispute resolution provider through RECC. RECC can be contacted at York House, 23 Kingsway, London, England, WC2B 6UJ or info@recc.org.uk.
We commit to exclusively seeking resolution through RECC’s alternative dispute resolution services in the event of a dispute.
Membership No. RECC – 00076467.
