We want you to be totally happy with everything connected with Guardian. But we recognise that, from time to time, we may make mistakes.
That’s why we have a formal complaint-handling procedure to help us sort out your concerns as quickly as we can and hopefully put things right.
You can activate our complaint-handling procedure in 3 ways:
We’ll ask you about your complaint and what, ideally, you’d like us to do to put it right.
If we can’t solve it straightaway when you get in touch, we’ll give you the name of the person who’ll look into your complaint and keep you up to date with how it’s progressing.
If we’re unable to resolve your complaint immediately, we’ll aim to do so within 5 working days. If it’s going to take longer, we’ll write and let you know.
We have a formal complaint-handling procedure for customers which you can view here. If you’ve got any further questions, please get in touch.