Complaints Procedure

At White Plug Group, we believe in transparency and honesty in all of our dealings with our customers. We have a comprehensive Complaints Procedure in place to ensure that any issues are resolved quickly and efficiently. If you have any concerns about our products or services, please don't hesitate to let us know. We appreciate your feedback and are committed to providing you with the best possible service.

We take GDPR legislation and Data Protection Act 2018 very seriously, and we understand how important it is to protect our customers' data. If you have a complaint, please let us know as soon as possible, and we will work to resolve the issue to your satisfaction. Our Complaints Procedure is designed to ensure that your concerns are addressed in a timely and professional manner.

How Can I Make A Complaint?

Write to us: 26 West Avenue, Peterlee, England, SR8 3NN, United Kingdom.

E-mail: info@whitepluggroup.co.uk

Tel: +44 191 308 2777

What Happens Next?

Upon receipt, your complaint will be lodged within our compliance database and assigned to a designated member of the Compliance Team for thorough investigation. A formal acknowledgment confirming receipt will be issued within five working days via written correspondence or e-mail.

Depending on the nature of your complaint:

Within two weeks of receiving a complaint, we will send you either:

A formal response to your complaint, including what we did to resolve it and what you should do if you are dissatisfied with the outcome.
An update on your complaint, what we are doing to try to resolve it, and what the expected timeframes are.
A decision that we have not upheld your complaint and what you can do to escalate it if you are not happy.

According to GDPR legislation, we must respond to subject access requests within 30 days. We always strive to complete any complaints within this time frame as well.

Appropriate redress will not always involve financial redress.