Complaints Policy

Introduction

21 Degrees is committed to delivering high quality services to its customers. In the event that a customer is disappointed with any element of our service, our aim is to ensure that our complaint procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

Definition of a complaint

We define a complaint as “Any oral or written expression of dissatisfaction (whether justified or not) about the provision of, or failure to provide, a service. Generally, the complaint must allege that the complainant has suffered (or may suffer) material inconvenience.”

• 21 Degrees will acknowledge all written complaints within five working days.
• 21 Degrees will investigate the details of a complaint and take appropriate action at each stage of the investigation.
• All complaints regarding 21 Degrees will be referred immediately to the Directors.
• 21 Degrees will attempt to complete all investigations and respond to a complaint within 10 working days.

How and where to raise a complaint

You can report your complaint by:

Email: complaints@21degrees.com

Call Us: Contact your local office.

Write to us: Contact your local office.

What happens next?

We’ll get back to you as quickly as we can, normally within five business days, but sometimes it may take a little longer to investigate your complaint. If this happens, we’ll contact you within this time to inform you:

• Why we can’t respond in full to the issues you have raised yet.
• Who is looking into your complaint.
• When we will be back in touch.

We aim to resolve all complaints within 10 working days, however if it takes longer then we will regularly update you on our progress throughout this time.