Complaint Procedure

Grafterr is committed to providing a quality service for its customers and working in an open and accountable way that builds the trust and respect of all. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, especially by a positive response to the complaint, and by fixing any mistakes right.

We aim to ensure that:

  • making a complaint is as easy as possible;
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • we deal with it promptly, politely and, when appropriate, with confidentially;
  • we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken, etc;
  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognize that many concerns will be raised informally, and dealt with quickly. An informal approach is appropriate when it can be achieved. However, if the concerns cannot be dealt satisfactorily, then we ask our customers to follow the procedure mentioned below.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should contact us directly so that we have a chance to put things right. In your contact email / letter / online you should set out the details of your complaint, the resulting consequences you have faced, and the remedy that you seek.

You can expect your complaint to be acknowledged within 4 working days of receipt and you should get a response and an explanation within 10 working days.

Our contact details can be found on the ‘Contact Us’ part of our Grafterr Website -

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to the Senior Management Team by email or letter and ask for a review of your complaint and seek the response. You can expect the Senior Management Team to acknowledge your request within 4 working days of receipt and a response within 15 working days.

The objective of the Grafterr is to resolve every issue as quickly as possible. However, inevitably certain issues may be more complex and therefore may require longer duration for a thorough investigation. If an issue requires more detailed investigation, you will receive communication from us describing what is being done to deal with the issue, and when a full reply can be expected and from whom. At this stage, we will give you a clear guideline of the timescales involved in further investigation.

Final Stage

If you are not satisfied with the subsequent reply and action were taken by the Senior Management Team, then you have the option of writing to any of the following, depending on the nature of your complaint. consumer/get-more-help/ if-you-need-more-help-about-a-consumer-issue

Thank you.