Complaints Procedure

We hope the service that we provide to all our customers meets, and indeed exceeds, their expectations.

However, we appreciate that sometimes, despite our best care and attention, things can go wrong and you feel the need to complain. This document details how you can do this, and what we will do when we receive your complaint.

How To Complain

You can make your complaint by email to

If you are sending your complaint to us, please ensure that:

  • You provide enough information for us to positively identify you on our systems
  • You provide details of your complaint

We would also find it useful if you could provide the following, however this is optional and we will still investigate your complaint without it:

  • Additional information around your complaint that you think will help us in our investigation.
  • An indication of what you would like us to do to put things right for you. We cannot guarantee that we will do this, but sometimes it can help us resolve things much quicker if we know what you would like us to do.

What We Will Do

When we receive your complaint we will start by sending you an acknowledgement of your complaint. We will include details of the senior manager who will be handling this. We will also send you a copy of this document so you have it to hand. This will be sent to you within 5 business days of us receiving your complaint.

We will then investigate the complaint.

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