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Complaints

Process to establish a complaint

C
Written by Connor Christian
Updated over 2 weeks ago

At SQR, we are committed to providing excellent service, but if something hasn’t met your expectations, we want to hear about it. Your feedback helps us put things right and improve.

How to Make a Complaint

You can contact us in any of the following ways:

  • Phone: +44 1624 815005

  • Post: Queen Victoria House, 41-43 Victoria Street, Douglas, IM1 2LF, Isle of Man

Please include:

  • A brief description of your concern

  • Any relevant dates or reference numbers

  • Your contact details so we can respond

Our Complaint Resolution Process

Step 1: Acknowledgement

We will acknowledge receipt of your complaint within 2 working days (Monday to Friday) to confirm we have received it and are looking into it.

Step 2: Investigation

Our team will thoroughly investigate your complaint, reviewing all relevant details to understand what happened. If we need more information from you, we will get in touch.

Step 3: Resolution

We aim to resolve complaints within 14 working days. If we require more time, we will keep you updated and provide an estimated resolution timeframe.

Step 4: Escalation (if needed)

If you are not satisfied with how we have handled your complaint, you can request an escalation. A senior team member will review the matter and work towards a fair resolution.

Step 5: Continuous Improvement

We take all complaints seriously and use them to improve our services. We analyse complaint trends, update our policies when needed, and seek feedback to ensure a better experience for all our customers.

Your Feedback Matters

We value your feedback and are committed to resolving issues transparently and efficiently. If you have any concerns, please do not hesitate to contact us.

We appreciate your trust in SQR and will do our best to make things right!

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