Complaints Escalation

What to do if thing's go wrong between us

First Step

If you have not already spoken to us about your complaint, please contact us.

We will aim to put things right quickly and we always respond to your first contact within 12 business hours. All electronic ticket submissions will receive an automatic email confirming that the ticket has been received successfully provide a tracking reference.

Further Escalation

If you have already contacted us and feel that your issue has not been fully resolved then you may submit a written formal complaint.

At this stage we request the complaint MUST be made in writing. This is to ensure we can investigate your concerns and provide a full and proper response.

Complaints can be submitted via the contact us page, or alternatively you can submit your complaint in writing to:

Foredia Limited
15 Repton Avenue
Ashford
Kent
TN23 3RX
 

You should ensure you include as much information about the issue and the reasons you feel it has not been resolved. Iff possible please also include:

  • Name of the staff member you spoke with on the phone or support tickets
  • Ticket reference IDs
  • Date & time when issues occurred or when you called
  • Details about the problem, how it started, what you did and any other relevant details
  • Providing as much information as possible helps us to quickly investigate and fully understand the situation, what happened, what/if anything went wrong and how we can then try to resolve your complaint.

What we will do:

The Technical Director will acknowledge the written complain within 48 business hours.

Depending on the type of issue, it may be necessary for the complaint to be passed to a more appropriate Manager, Head of Department or Director. You will be informed of who is handling your complaint and their role in the investigation.

We will then provide a full reply to the complaint within 14 working days.