Complaints Procedure for Brit Alliance

At Brit Alliance, we are committed to providing our customers with excellent service. If you are dissatisfied with any aspect of our service, we want to hear from you. Our complaints procedure ensures that all concerns are addressed fairly and promptly.

How to Make a Complaint

  1. Contact Us Directly
    • You can contact us with your complaint by emailing admin@britalliance.co.uk. Please provide as much detail as possible, including:
      • Your full name and contact information
      • A clear description of the issue or concern
      • Any relevant order numbers, dates, or transactions
      • Any steps you have already taken to resolve the issue
  2. Complaint Acknowledgment
    • We will acknowledge receipt of your complaint within 24-48 hours and aim to resolve the issue as quickly as possible. You will be kept informed throughout the process.

How We Handle Complaints

  1. Investigation
    • Once we receive your complaint, our customer service team will investigate the matter. This may involve reviewing relevant records, contacting you for additional information, or escalating the issue to the appropriate department.
  2. Resolution
    • We will make every effort to resolve your complaint in a fair and timely manner. Depending on the nature of the complaint, resolution could include:
      • An apology and explanation of the situation
      • Any necessary corrective actions to prevent a recurrence
  3. Further Action
    • If you are not satisfied with our response, we will escalate your complaint to a senior member of our team for further review. We will inform you of the escalation process and the steps being taken.

External Resolution

If you are still not satisfied after we have responded to your complaint, you may refer your complaint to an independent third party, such as the Service Disputes Ombudsman (SDO) service, where applicable.