1. Introduction.
We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.

2. Making a complaint.
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.

3. How you can make a complaint.
You can complain by sending an email to us at info@identitycentric.com, or you can send a written complaint by post to (Use Email address.) Please be aware we may, where appropriate, ask you to provide further details in writing.

4. How we handle complaints.
A Manager will initially review the complaint. We will acknowledge a complaint within 14 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 28 working days unless we agree a different time scale with you.

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5. Time limits.
You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

6. If you are dissatisfied with the outcome.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a Director/Senior Employee/Manager who has not had any dealings with your matter to review the initial decision. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

7. If you are still dissatisfied at this stage.
You can refer this matter to a certified Alternative Dispute Resolution (ADR) provider. We are prepared to submit to an ADR procedure operated by that provider.
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NOTE: A list of certified providers is maintained on the CSTI (Trading Standards) website and can be found here https://www.tradingstandards.uk/consumers/adr-approved-bodies.

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