Complaints code
How to raise a complaint and how we handle it.
This page is a starting draft and should be reviewed by a solicitor before launch.
We want to resolve problems quickly. This code explains how to complain and what happens next.
How to complain
Call 020 7112 8558 (Monday to Friday, 9am to 5.30pm) or email hello@alltone.co.uk with "Complaint" in the subject line. Tell us your account name, what went wrong and what you would like us to do.
What happens next
- We acknowledge your complaint within two working days.
- We aim to resolve it within ten working days and keep you updated if it takes longer.
- If you are not happy with our response, you can ask for it to be reviewed by a manager.
Alternative dispute resolution
If your complaint is not resolved within eight weeks, or we write to you saying we cannot agree, eligible customers (including businesses with 10 or fewer employees) can refer it free of charge to our alternative dispute resolution scheme: [ADR scheme name to be confirmed before launch].