To ensure that any
complaints can be fully investigated and
resolved satisfactorily, Total
Registrationshas a clearly defined procedure
that customers should follow as shown below:
In the first instance, we ask that customers should contact a member of our support team using the support page by raising a support ticket here. The person contacted will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly. We will acknowlege receipt of your complaint within one working day.
If the issue cannot be resolved by the first step then you should ask the person you contacted in the first step that you wish to speak to their Line manager about the issue. The line manager will contact you within one working day to undertake further investigations. They will then report back to you within 2 working days.
If the issue is not resolved by the Second Step then you should put in writing your complaint to the Managing Director , BritSEO.co.uk, 11 Hilltop Avenue, Desborough, Northamptonshire, NN14 2LG. Detailing the exact nature of your complaint, together with any evidence and people you have spoken to. The Managing Director will then respond in writing within ten working days of receipt of your letter.
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through the Ombudsman Services. Ombudsman Services provide a free and independent service that has been approved by the regulator Ofcom. Their job is to investigate complaints fairly by listening to both sides of the story and looking at the facts. The BritSEO.co.uk service is covered by the Ombudsman Services and will abide by their ruling.
Contact details for the Ombudsman Services are shown below;