Our Complaints Process
At Tusker we’re committed to providing a service that makes employees happy. We recognise that sometimes things do go wrong and when they do, we want to hear from you so we can improve our processes and make sure the same mistakes don’t happen again.
You can easily give us your feedback by telephone, post or email using the contact details below and we’ll contact you within 3 working days to discuss the matter. Ultimately, we hope we can help and we'll work with you to try and find a solution you're happy with.
4 Hatters Lane
Croxley Green Business Park
Watford. WD18 8YF
OUR COMPLAINTS PROCESS
However you choose to contact us, if we can’t resolve the problem straight away, we'll fully investigate all the issues raised and aim to resolve your concerns as quickly as we can. Depending on the nature of your complaint, we may not be able to resolve it as quickly as we would like to, if this is the case, we'll keep you updated on our progress and if there’s any reason for a delay we’ll let you know straightaway.
WHAT YOU CAN EXPECT FROM US
A member of our team will acknowledge your complaint within 1 working day and try to resolve your concerns as soon as possible, usually before the end of the next working day. If this isn't possible, we will contact you within 3 working days to explain what we are doing and when you can expect a resolution. If your complaint needs to be escalated within 10 working days we will call or write to you either with a final response advising you of our findings, or an update on our investigations and confirmation of when we expect to be able to provide a final response, if appropriate.
IF YOU REMAIN UNHAPPY
We always want to be able to resolve matters however, if you feel our response to your complaint does not address your concerns or we haven’t resolved it within 8 weeks after you first told us about it, you have the right to refer it to the Financial Ombudsman Service (FOS). If you want the FOS to look into your complaint, you must refer it to them within 6 months of the date of our final response to you. You can contact them at:
The Financial Ombudsman Service, Exchange Tower, London. E14 9SR
Tel: 08000 234 567 or: 0300 123 9 123
If you have entered into an agreement online with us, you can also refer your
complaint to the European Online Dispute Resolution platform. This service will
pass on your details to the most appropriate dispute resolution service for the
product you’ve bought. For further information, you can visit their website at