Purpose

We are committed to providing excellent customer service at Your Street. This policy outlines the structured process for customers to raise and resolve complaints effectively and efficiently.

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Scope

This policy applies to all customers of Your Street who have a complaint about our products, services, or staff.

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What is a Complaint?

A complaint is an expression of dissatisfaction about our products, services, staff, or the handling of a complaint, where a response or resolution is expected.

 

How to Lodge a Complaint

• Phone: 0800 138 5400

• Email: complaints@yourstreet.co

• Address:

  Copy code

  Your Street 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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Complaints Procedure

1. Acknowledgement

• We will acknowledge your complaint within 2 working days.

• You will be provided with a reference number for your complaint.

2. Investigation

• Your complaint will be investigated by a designated complaints handler.

• We may contact you for further information or clarification during the investigation.

3. Resolution

• Simple complaints may be resolved within 5 working days.

• More complex complaints may take longer, but we will keep you informed.

4. Communication

• We will communicate with you regularly and in a clear manner.

• We will use your preferred method of contact (phone, email, or post).

5. Feedback

• We will inform you of the outcome once the complaint is resolved.

• If you are not satisfied with the resolution, you may request a review of the decision.

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Escalation Procedure

If you are not satisfied with the initial resolution:

• You can escalate the complaint to a senior manager for review.

• If the complaint remains unresolved, you may refer the matter to an external dispute resolution scheme or regulatory body.

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Record Keeping

All complaints and their resolutions will be recorded for:

• Monitoring and improving our services.

• Ensuring compliance with this policy and regulatory requirements.

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Review and Improvement

• We will review this complaints policy regularly.

• We will make improvements where necessary to ensure it remains effective and relevant.

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Contact Details

Your Street
71-75 Shelton Street,
Covent Garden,
London,
WC2H 9JQ

Phone: 0800 138 5400
Email: complaints@yourstreet.co

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Last updated: 27th March 2024

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Please note: This complaints policy does not affect your statutory rights as a consumer.