Making a Complaint...

If you want to make a complaint about our service, you can:

  • Telephone our Customer Relations line: 01563 530480
  • Use our website to send a secure message online
  • Or write to us at the following address:

Operations Manager
Microtech Support Limited
Portland House,
38 Portland Road, Kilmarnock, KA1 2DL


How we will handle your complaint...

We are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we'll listen to your concerns and try to agree a solution with you.

The member of our team who you first contact will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to fix the problem.

Sometimes, we will not be able to sort everything out for you right away. If so, we will acknowledge your complaint in writing within 5 working days. On these occasions, we aim to resolve matters within 14 days.

If your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint.

If together, we cannot reach an agreement by the end of 4 weeks:

  • we will send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution

or

  • we will issue our final response letter, which will explain our final position.

If you are still not satisfied...

If, for whatever reason, you are still not satisfied with the outcome of your complaint, you should get in touch directly with the team member or person who has handled the matter so far. They will then agree the next steps with you.

If you are still not satisfied, you may refer your complaint in writing to our Managing Director, who will investigate and respond to you within 21 days. Contact: The Managing Director, Microtech Support Limited, Portland House, 38 Portland Road, Kilmarnock KA1 2DL.


How to refer a complaint to the Financial Ombudsman..

If you decide you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued by us.

For helpful information and contact details, visit the Financial Ombudsman website.

The Financial Ombudsman Service offers a free independent service and can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and more information about this can be obtained from them directly.