 | ||||
| ||||
| ||||
What to do if you're not satisfied with our service
If you have a complaint, we really want to hear from you. We welcome your comments, good or bad, as they give us the opportunity to put things right and improve the ETT International service. We want to deal with your concerns as quickly as possible, so we've set up a two-step procedure to resolve your complaints.
Step 1: Let your usual point of contact know.
We need to know the nature of your complaint and how you think the problem should be resolved. You can get in touch with us by telephone, post, fax or email by using the contact details for Customer Services which you can find on the website for the particular ERS service that you’re a member of.
We will try and resolve any complaint by the end of the next business day. If we are not able to do this, we will write to you within five working days to either:
- Tell you what we have done to resolve the problem, or
- Acknowledge your complaint and let you know when you can expect a full response. We will also let you know how to contact the person or team dealing with your case.
If our investigations take longer, we will either provide a full response within four weeks, or give you an explanation of the company’s position, with a timescale for a full response.
If at any stage you are still not happy for any reason, then this is what you need to do next:
Step 2: Follow up with our Customer Relation teams at ETT International
