At Envantage Limited, we strive to provide excellent service and customer satisfaction. However, we understand that issues may arise from time to time. This complaints procedure outlines the steps to be followed when lodging a complaint with Envantage Limited. We take all complaints seriously and aim to resolve them promptly and fairly.

1. Lodging a Complaint

Complaints can be submitted by phone, email, or in writing. Please provide as much detail as possible, including your contact information and any relevant documentation. Our contact information for submitting complaints is as follows:

• Telephone: 0161 448 7722
• Email: contactus@envantage.co.uk
• Write: Envantage Limited, The Towers, Towers Business Park, Wilmslow Road, Didsbury, Manchester, M20 2SL

2. Acknowledgment

Upon receiving your complaint, we will acknowledge its receipt within 10 working days. The acknowledgment will include the name and contact information of the person handling your complaint.

3. Investigation and Resolution

We will initiate an investigation into the complaint promptly and impartially. A designated team member will be assigned to handle your complaint and keep you informed throughout the process.

We aim to resolve complaints within 10 working days. However, some complex issues may require more time. In such cases, we will keep you updated on the progress.

4. Communication and Updates

We will maintain open lines of communication during the investigation and resolution process. Updates regarding the progress of your complaint will be provided at regular intervals. You may contact our designated complaint handler directly if you have any questions or require additional information.

5. Final Response

Once the investigation is complete, we will provide you with a written response detailing our findings and any proposed resolution or actions.

The response will be provided within 10 working days from the date of completing the investigation. If additional time is required to resolve the complaint, we will inform you and provide an estimated timeframe for the final response.

6. Appeals

If you are not satisfied with the resolution or response provided, you have the right to appeal. You may request a review of your complaint by contacting the designated complaints handler.

The management team will conduct an independent review and provide you with a final response within 10 working days.

7. Escalation

If, after following the above steps, you remain dissatisfied with the outcome, you may escalate your complaint to an external dispute resolution scheme or regulatory authority, as applicable.

Please note that we treat all complaints confidentially and in accordance with applicable data protection laws. Our aim is to address your concerns promptly, fairly, and to your satisfaction.

We value your feedback, and your complaints help us improve our services.

Thank you for choosing Envantage Limited.