ELAS Complaints Policy - The ELAS Group

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ELAS GROUP EXTERNAL COMPLAINTS POLICY

We are committed to providing a high quality service and take feedback very seriously in striving to improve our business and services. We acknowledge that we may not always get it right so if something has gone wrong, let us know. Our goal is to treat feedback impartially, sympathetically and in a consistent manner with the minimal possible delay. Where it is not possible to resolve your concern informally to your complete satisfaction please use the below complaints policy.

How Do I Complain?

You can contact the Customer Support Manager on 0161 785 2000 who will take full details of your complaint.

Alternatively, you may wish to write to us on address below or email us at compliance@elas.uk.com.

Within 48 hours of receiving your complaint, you will receive a notification acknowledging receipt.

We will investigate your concerns and respond to your complaint within 15 working days. Where this is not practical, i.e. due to the nature of your complaint, we will notify you in writing that the investigation is still ongoing and will explain the reasons for any delay over and above the agreed timescale.

Please be aware that during the investigation we may need to contact you in order to obtain further details.

Address:

ELAS Ltd
Charles House
Albert Street
Eccles
Manchester
M30 0PW