DEALING WITH YOUR COMPLAINT

We’re committed to providing you with excellent service. Although we don't expect any issues with the service we provide you, we realise that sometimes things can go wrong. If that happens, then we'll do our best to put things right as quickly as we can. We will ensure that any complaints are handled in a sympathetic, positive and professional manner and within a reasonable time-frame.

In the first instance, we suggest you call us as soon as possible and tell us what went wrong. It could be that there's been a misunderstanding or a simple issue that we can resolve quickly. However, if you prefer to deal with the matter in writing, then please get in touch and we will follow the process outlined below.

1. MAKING A COMPLAINT

You can raise a complaint to us by contacting Aaron Lings, Company DIrector by any of the following means:

2. WHAT HAPPENS NEXT

We will acknowledge receipt of your complaint within at least two working days while we undertake further investigation. We may need to contact you during this time for further information.

We'll work hard to resolve your complaint within 10 working days. If it takes longer than this we will keep you informed about the progress of your complaint.

3. WITHIN 4 WEEKS

If we have been unable to resolve your complaint within 10 working days we will aim to issue a reply within four weeks of the date of your complaint. If we are unable to meet this deadline, we will:

-Tell you the reason for the delay.
-Inform you when we will be making further contact.

4. WHAT HAPPENS NEXT

If we are not in a position to provide a final response, we will provide you with a letter explaining:

- The reason for the continued delay
- When we anticipate, if at all, being able to provide a final response

5. WHAT HAPPENS IF YOU ARE NOT HAPPY WITH OUR RESPONSE?

If you're not happy with the outcome of your complaint, then you have the right to refer your complaint to the Consumer Ombudsman.
The Consumer Ombudsman provides free, impartial advice and investigates customer complaints in a fair and unbiased way. You will not be able to refer your
complaint to Ombudsman Services until you have followed our process as set out above. Ombudsman Services can recommend various types of redress that you
may either accept or reject. The types of redress include an apology or explanation, remedial action or monetary compensation where deemed appropriate.

If you are still unhappy with the outcome the following can take place;

- Conciliation and mediation services are also available to try to help us come to an amicable solution by talking through the issues. These are voluntary,
usually free, and are trained to be impartial.

- If we are unable to reach an amicable conclusion, adjudication and arbitration can be brought in. The decision of the arbiter is usually legally
binding, and you won’t be able to go to court afterwards if you don’t like the decision.

- Should we be unable to reach a conclusion via any of these means, A Lings Group Ltd reserves the right to take legal action to recover any outstanding
debts.