Complaints Procedure

It is the nature of business that from time to time, complaints or expressions of dissatisfaction will be made about the way in which business has been conducted by either ASK4 or any of its subsidiaries, its associated companies, its associated organisations or their employees.

ASK4 will only accept formal complaints in writing, although we will of course accept a telephone call which highlights a concern or issue. We feel that if the client or customer deem it necessary to log a formal complaint, then submitting it in writing is the best process for this, as this ensures that the complaint is tracked and monitored.

This procedure outlines the way in which complaints are handled, as well as details on the timescales surrounding responses and other communications on the matter.

Submitting A Complaint

ASK4 aim to provide outstanding customer service. If you feel that we have failed to do so, you can submit a formal complaint by emailing complaints@ask4.com with the following information:

  • Your name

  • Your address

  • Phone number

  • Email address

  • Postal address

  • A summary of the complaint

  • Any supporting evidence you wish to provide - the more information you provide, the better.

Examples of the kind of information you should provide include:

  • Any ticket references that we have used

  • The names of ASK4 staff that you have spoken to about this issue

  • Dates and times

  • Any phone numbers you may have called us from - so that we can check phone logs

  • Any emails you may have sent us

You can also submit your complaint in writing, to the following address:

The Complaints Team
ASK4
Devonshire Green House
14 Fitzwilliam Street
Sheffield
S1 4JL

Complaints can only be accepted via email and letter, not over the phone.

Complaints Policy

Our policy states that:

  • you will receive an initial response confirming receipt of the complaint within 24 hours of the email or letter arriving.

  • you will receive an update on the progress of the investigation into your complaint within 3 working days of the confirmation.

  • you will receive a formal response within 7 working days of receiving the first update.

If you are not happy with the response that you receive, you have the right to escalate the matter or appeal against any decision that has been made. As a final point of arbitration, we are registered with the Ombudsman Services: Communications (OS:C) and will abide by any decision that they make. OS:C can be found here: ombudsman-services.org/communications.