Here at Fleximize. we always do everything we can to make sure you receive the best possible service. If you’re not completely happy about anything, we’d like to hear about it straightaway, so we can try to put it right for you and improve our service.
This document sets out how we respond to your complaints about our services and products.
How to Complain
We accept complaints via a number of means and will deal with your complaint as efficiently as we can. You can send your complaint by either writing to us at firstname.lastname@example.org or posting it to the below trading address:
Customer Support Department,
51 John Street, Ipswich, Suffolk, IP3 0AH
If you would like to discuss your complaint, you may contact our customer service team by calling them on 0207 100 0110 and a member of the team will be happy to work with you to find a suitable resolution. Please note that our team is available from 8.30am to 5pm Monday to Friday.
Handling Your Complaint
We aim to resolve your complaint by the end of the third business day after the day we receive it (excluding weekends). If we do, we will send you a summary resolution communication to confirm that we have resolved your complaint.
If we cannot resolve it by end of the third business day, we will send you an acknowledgement by close of business to keep you informed of the measures being taken in respect to your complaint resolution.
We aim to resolve all complaints within eight weeks. After investigating your complaint, we will send you a final written response and advise you whether we have upheld the complaint or not.
Where we have upheld your complaint, we shall highlight to you how we will resolve your dissatisfaction. If you agree to the resolution, then we will consider the complaint closed. If we did not uphold your complaint, then we shall advise you accordingly of the reason and how we reached the outcome.
If you are a micro-enterprise as defined by the Financial Ombudsman Service (FOS) - less than €2 million annual turnover and fewer than 10 employees - and you are dissatisfied with the outcome of the complaint, then you can escalate your dissatisfaction to the FOS. The details of the FOS are as follows:
*Calls charged at no more than 5p per minute for BT customers (other networks may vary).
Where we cannot resolve your complaint within the prescribed eight weeks, we shall advise when we will be able to resolve the complaint and provide you with a copy of the FOS explanatory leaflet. This will provide you with enough information should you want to refer your dissatisfaction to the FOS directly. We will write to you again once we have completed our investigation and advise you of the outcome.
In the event you want to refer the matter to the FOS, you should do within six months of receiving our final response.
Fleximize Limited is incorporated in the United Kingdom. Data Registration ZA021338