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Complaints Policy


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.


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

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:

  • Address:

    Copy code

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

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.

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.

Record Keeping

All complaints and their resolutions will be recorded for:

  • Monitoring and improving our services.

  • Ensuring compliance with this policy and regulatory requirements.

Review and Improvement

  • We will review this complaints policy regularly.

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

Contact Details

Your Street
71-75 Shelton Street,
Covent Garden,

Phone: 0800 138 5400

Last updated: 27th March 2024

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

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