How to Make a Complaint or Compliment
If you would like to make a complaint or compliment, you can do so via any of the following methods:
Online Contact Form
You can complain/compliment via the online contact form here
Telephone
You can complain/compliment via telephone on 0203 8623 999
You can complain/compliment via email to
Letter
You can complain/compliment via letter by sending this to:
Police CPI Limited
2nd Floor
50 Broadway
London
SW1H 0BL
Information
Please include the following information in your complaint/compliment:
- Your full name
- Your contract details and company name if you have a contract for a service with us
- Your contact details (telephone and email)
- The fact that you are raising a complaint/compliment
- Any relevant dates and times which are relevant to your complaint/compliment
- The type of services we have provided to you
- Any order or reference numbers we have provided to you
- If it relates to a complaint please give a key summary of the problem or problems you have experienced and why you believe the services were not satisfactory
What to Expect
Complaints/compliments will be processed and looked at during our business hours which are:
Monday - Friday 9:00am - 5:00 pm
Complaints/compliments will be dealt with by our designated team.
Acknowledgement
We will acknowledge your complaint/compliment within 2 business days of our receipt of it.
Investigation
We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email (so if you are sending in your complaint via the postal system then please include your email address).
We will ordinarily provide the full response within 28 business days of our receipt of your complaint/compliment. Sometimes, the investigation may take longer. If this is the case we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter. In any event, we will finalise response within 8 weeks.
In the event that we uphold all or part of your grounds for complaint, we will aim to offer a satisfactory solution to you. We will offer the solution which we judge is most appropriate in the circumstances.
If we do not agree with your grounds of complaint/compliment, you will be provided with full details to explain why this is the case. If you are still unhappy with our decision, please contact us within 15 business day. If we have not heard from you during this period we will consider the matter to be closed.
Other Options
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.
If you do not accept our response in relation to a financial matter, you may be eligible to take the issue to the Financial Ombudsman Service, details of which may be found at www.financial-ombudsman.org.uk
Please contact us if you wish to invite us to engage in any method of Alternative Dispute Resolution.