Complaints Policy

If you are not happy with our service, we would like to hear about it – that way, we can work to put it right.

If you feel that the service you received was unsatisfactory, our complaints policy makes it simple for you to raise a complaint.

We aim to reach a satisfactory resolution to all complaints promptly and fairly and with the minimum of inconvenience to you. We will endeavour to resolve any complaint raised formally within 10 working days of it being received. However, we acknowledge that complaints can vary in complexity and some require more detailed investigation. In these instances, reaching a fair resolution may take longer. If this is the case, we will regularly update you with our progress.

How do I make a complaint?

We are sorry you feel the need to complain. You can tell us what went wrong in writing, via email, at

Letting us know means we can record your complaint and work with you to understand what has happened and how we can put things right. So we can resolve your complaint as quickly as possible, please give us a description of your concern or complaint (including any relevant reference numbers). Please also include one/all of the following: (i) 1link Site ID; or (ii) company address or (iii) name of the company.

This is what you can expect:

  • We will send an acknowledgement of your complaint email.
  • We will let you know the name, department and contact details of the person dealing with your complaint.
  • We will investigate thoroughly and fairly, taking into account all relevant factors, and let you know the outcome within 10 working days.