Complaints Procedure
At PromiseStone Group Ltd, we are committed to providing high standards of service. However, we recognise that sometimes things may go wrong. When this happens, we encourage you to let us know so that we can resolve the issue promptly and fairly. This Complaints Procedure explains how you can raise a concern with us, how we will investigate, and the steps available if you are not satisfied with the outcome.
Making a Complaint
We kindly ask that complaints are made in writing so we can fully understand and address your concerns. Please include:
A clear explanation of your complaint.
Your contact details (name, address, telephone number)
Dates, times, and locations of the issue (if applicable).
Any supporting documents or evidence.
What outcome you would like from PromiseStone Group Ltd.
You can send your complaint to: support@promisestonegroup.co.uk
Acknowledgment of Your Complaint
We will acknowledge receipt of your complaint within 5 working days.
The acknowledgment will confirm that we have received your complaint and provide you with a reference number for tracking purposes.
Investigation Process
Your complaint will be reviewed thoroughly. We may contact you if we require further details, evidence, or clarification. Within 15 working days of receiving your complaint, we will provide a written response explaining the outcome of our investigation.
This response will include:
Whether your complaint has been upheld.
Any action we have taken or propose to take to resolve the matter.
Details of any improvements or changes we will make to prevent a recurrence.
Escalation Process – If you are not satisfied with our initial investigation or the proposed resolution, you may escalate your complaint. Please write to: Mr. Khiro Hamilton, Director Khiro.Hamilton@promisestonegroup.co.uk The Director will review your case and provide you with a final written response within 20 working days.
Our Commitment