Complaints

Complaints

We hope you'll never need to make a complaint to ACL 101, but we want to make it as painless as possible if you do. If you are complaining then we're sorry you have a reason to complain.

It would be great to be able to deal with your concerns straight away, but we recognise that sometimes we won't be able to. But don't worry. We have an internal complaints escalation process that puts your needs first.

Let us know
First of all, let us know what we've done wrong or what it is that you're unhappy with. You can tell us all about it by calling 0207 096 0580 or, by sending us a secure message via the ACL 101 website.

If after the first step, your complaint has not been resolved to your satisfaction, it will be escalated to our Customer Relations Office. They will acknowledge your complaint promptly, no later than five business days from receipt of your complaint, by phone, post or email.

The ACL 101 Customer Relations Office address is:

Customer Relations Office
Unit 5, Hillgate Place, Balham Hill, London, SW12 9ER.

The Customer Relations Office is open Monday to Friday - 9am to 5pm (excluding bank holidays).

What is your complaints policy?

Our commitment to you
You are important to us. We are committed to offering you a first-rate service and we're happy only if you are. We want to hear from you, so please give us your feedback, good or bad.

We want your use of our products and services to be as stress-free as possible, but from time to time things don't go according to plan. If this happens to you, please tell us, so that we can put the situation right. We've set up a system - our Complaints Handling Procedure - to make sure you receive a fast and fair response to your complaint.

Contact us
Please use our Contact page if you have a complaint. To make sure your complaint is handled efficiently and effectively, there are a number of ways we can help.

Your first step should be to contact your Account Manager or Technical Support team (either by email or telephone). Hopefully, we'll be able to fix your problem quickly. If we can't do so within five working days we'll give you a progress report.

If you're not satisfied with their response or you need a further review or more information, the team will refer your case to our Customer Relations Office.

If you feel that we still haven't handled your complaint satisfactorily, we will pass it to a Director.

We'll do our best to help you now and in the future
We promise that we'll always do our best to help you, but sometimes some issues are beyond our control. But we do value your feedback, which is taken into consideration when we review our products and services. This means that while we may not be able to help straight away, we'll do our best to help you in the future.