Last updated: 04/2026
1. Introduction
At Avellite Ltd, we are committed to providing a professional, responsive and reliable service. If something has gone wrong, or you are unhappy with any aspect of our service, we want to hear about it and put it right where we can.
This Complaints Policy explains how you can raise a complaint, how we will handle it, and the steps we will take to investigate and respond fairly.
If you have any questions about this policy, please contact us at enquiries@avellite.co.uk.
2. How to Make a Complaint
If you would like to raise a complaint, please contact us with as much detail as possible, including your name, organisation, contact details, a summary of the issue, and any relevant dates or supporting information.
- Email: enquiries@avellite.co.uk
- By phone or through your usual Avellite contact
- In writing, if you prefer to submit your complaint formally
Marking your correspondence clearly as a complaint will help us route it quickly to the right person.
3. What Happens Next
Once we receive your complaint, we will review it and aim to acknowledge it promptly. We may contact you for further information if we need more detail to investigate properly.
- We aim to acknowledge complaints within 2 working days
- We will investigate the issue internally with the relevant team members
- We will aim to provide a substantive response within 10 working days where reasonably possible
If the matter is more complex and requires additional time, we will keep you updated and explain the reason for any delay.
4. How We Assess Complaints
We will consider the facts available, any correspondence or records relating to the matter, the service provided, and whether our actions met the standards we aim to uphold.
Where appropriate, we may identify corrective steps, practical resolutions, process improvements, or further actions needed to address the issue fairly.
5. Possible Outcomes
After reviewing your complaint, we may:
- Provide clarification or further information
- Acknowledge where standards were not met
- Take corrective action where appropriate
- Set out steps to prevent a similar issue happening again
- Explain why we do not uphold the complaint, where that is our conclusion
6. Escalation
If you do not feel that your complaint has been resolved satisfactorily, please let us know and request that the matter be reviewed internally. We will arrange for the complaint to be reconsidered by an appropriate senior team member where possible.
We will aim to handle any escalation fairly, promptly and with appropriate independence from the original matter where practical.
7. Record Keeping
We may keep a record of complaints received, related correspondence, our investigation and the outcome. This helps us respond properly, identify patterns, and improve our services over time.
8. Contact Us
If you would like to raise a complaint or discuss a concern, please contact:
Avellite Ltd
enquiries@avellite.co.uk