Complaints Procedure

Stage 1: Receiving your complaint

  • Once we’ve received your complaint, we’ll contact you within five days to let you know who’ll be dealing with your complaint and how we’ll handle it.
  • If a third party has raised the complaint for you, we’ll contact you so that we know you’re happy for us to contact the third party on your behalf. We’ll then liaise with them, wherever possible.

Stage 2: Our investigation

We take all complaints seriously and we’ll investigate all of them thoroughly. Your complaint will be looked into by our complaints team. 

Stage 3: Contacting you

We’ll usually give you a call when we start to look into things. We’ll do this to understand more about your complaint. We may need some time to make sure we have everything covered but we’ll. keep you up to date either by phone, email or post.

Stage 4: Resolving your complaint

We aim to take no more than eight weeks to deal with even the most complicated complaints. Once we have thoroughly investigated your complaint, we’ll contact you to discuss resolution.

We always aim to do our best for our customers, but sometimes things do go wrong. If you have a complaint, we’ll make sure we look into it thoroughly. And if we’ve let you down, we’ll put things right.

If you wish to make a complaint, you can get in touch with us by sending us an email, writing to us or giving us a call.

Email:    Telephone: 0191 814 4712
Post: 7 Bede House, Glover Industrial Estate, Washington NE37 2SH

Control Flow Technologies Limited, a company registered in England & Wales with company registration number 1257491 whose registered office is at 7 Bede House, Glover Industrial Estate, Washington NE37 2SH.