Complaints Procedure
We are committed to providing a high-quality, professional service. If you are not satisfied with any aspect of our work or conduct, we want to hear from you so we can put things right.
1. How to make a complaint
Please contact us in writing (email is preferred) with:
- Your full name and contact details
- The nature of your complaint — what went wrong, when, and the impact
- Any supporting documents or correspondence
- What outcome you are seeking (for example an apology, correction, refund or explanation)
Send to info@ullrintelligence.co.uk, or by post to Prime Apartments, 483 Green Lanes, London N13 4FG.
2. What happens next
- Acknowledgement: we will acknowledge receipt within 3 working days.
- Investigation: we will investigate thoroughly, reviewing all relevant records.
- Response: we aim to provide a full written response within 14 calendar days. If the matter is complex we will tell you the expected date, normally no longer than 30 days.
- Resolution: our response will explain what happened, whether we uphold the complaint, and any remedial action or offer of redress.
3. If you are not satisfied with our response
If you remain dissatisfied after our final response, you may:
- Escalate to any professional body of which we are a member (details provided in our response where applicable).
- For data-protection complaints, contact the Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint.
- For contractual or consumer disputes, consider the small claims track of the County Court or an appropriate alternative dispute resolution (ADR) scheme.
4. Our commitment
We take all complaints seriously and view them as an opportunity to improve. We will handle your complaint fairly, promptly and confidentially. Making a complaint will not affect any ongoing or future work unless there is a fundamental breakdown in the relationship.