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Customer Complaints Code

As a company we take great pride in the performance of our services and levels of customer care we provide. However, should you wish to make a Complaint, the following procedures are in place.

Process for making a Complaint

If you have a Complaint about your service you should send detailed information concerning your Complaint via email to support@faxtastic.co.uk stating 'Complaint' clearly in the subject line if you have a formal Complaint.

What we will do

We will acknowledge your email straight away and provide you with a reference number. We will then endeavour to resolve your Complaint within four hours (during business hours only) or, at the very least, provide you with an answer pending further investigation, or request further information in order to help us to help you.

An email is your best method for contacting us but, if you prefer, you can call our office during business hours on 01442 927397 (please note that this will not generate a time recorded reference number like an email would).

If you feel that we haven’t managed to resolve your query, or Complaint, adequately you should continue to respond via our ticket system (support@faxtastic.co.uk) and request an answer from a member of the Faxtastic management team who will provide you with a response within three working days.

If you have a disability that means you are unable to contact us personally you may nominate a third party to act on your behalf – please make sure that they know the address you have registered on the Faxtastic system and also know your password.

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