Customer Complaint Procedure
Before making a formal complaint
In most cases, the fastest way to sort things is to speak with us first.
Email: clientservices@damteq.co.uk
Phone: 01329 565001
Live Chat: Aiko (access in bottom right corner of website)
Please include:
- Your name.
- Your contact details.
- A clear outline of the issue.
Formal Complaint
If the matter is not resolved informally, you can submit a formal complaint to:
complaints@damteq.co.uk
Please include:
- Your name and contact details.
- A clear description of the issue.
- Any relevant dates, documents, or previous correspondence.
What happens next
- We will confirm receipt within 2 working days and issue a reference number.
- We will investigate and aim to provide a full response within 10 working days.
- If more time is needed, we will update you within those 10 days with a reason and a revised
timeframe. - All complaints are recorded to help us identify patterns and improve our service.
Escalation
If you are still unhappy, you can escalate your complaint in writing to our Managing Director at:
complaints@damteq.co.uk
Please mark your email: Complaint – escalation
Include:
- Your original reference number.
- A summary of your concerns.
- The outcome you are seeking.
Final Resolution
Once the matter is resolved, we will confirm the decision in writing. We also welcome any feedback on
how your complaint was handled.
Conduct
We will always communicate respectfully and expect the same in return.
Abusive or threatening behaviour may affect how we respond or prompt us to request that all
communication be in writing.
Created April 2026
Version 1
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