Complaints Policy

Our Aim

XIOTS Ltd t/a Stamp Duty Refund is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

• Making a compliment or complaint is as easy as possible
• We welcome compliments, feedback and suggestions
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• We deal with it promptly, politely and, when appropriate, confidentially
• We respond appropriately - with an explanation, apology, or information on action taken
• We learn from complaints and use them to improve our service

Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction, however expressed. This includes complaints made face to face, via phone, in writing, via email or any other method.

Complaints Procedure

Stage 1 - Informal Resolution

In the first instance, we will try to resolve concerns informally. If this isn't possible, the formal complaints procedure will be followed.

Stage 2 - Formal Complaint

Formal complaints can be submitted:

• By email to:
• By post to: Suite 1M Lions Drive, Shadsworth Business Park, Blackburn, BB1 2QS

We will acknowledge your complaint within one week and aim to provide a full response within four weeks.

Stage 3 - Appeal

If you're not satisfied with our response, the complaint will be escalated to our board of directors for final review and response within four weeks.

Confidentiality

We will maintain confidentiality wherever possible. If this isn't possible due to the nature of the complaint, we will explain this to you.

Contact Information