Complaints Policy – Truthsayers Ltd

  1. Definitions
    • In this Complaints Policy the following expressions have the following meanings:
“Appeal” means your request to escalate a Complaint;
“Business Day” means, any day other than Saturday or Sunday or statutory holidays in England & Wales;
“Complaint” means a complaint about services sold by Truthsayers Limited, about our customer service, or about our people;
“Complaints Policy” means this document;
“Complaints Procedure” means the internal complaints handling procedure of Truthsayers Limited;
“Complaint Reference” means a unique code assigned to your Complaint that will be used to track your Complaint;


  1. Purpose of this Complaints Policy
    • Truthsayers Limited welcomes and encourages feedback of all kinds from our customers.If you have a Complaint about our services, our customer service, or about our people, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
    • It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
      • To provide a clear and fair procedure for any customers who wish to make a Complaint about Truthsayers Limited, our services, our customer service, or about our people;
      • To ensure that everyone working for or with Truthsayers Limited knows how to handle Complaints made by our customers;
      • To ensure that all Complaints are handled equally and in a fair and timely fashion;
      • To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
  1. What this Complaints Policy Covers
    • This Complaints Policy applies to the provision of services by Truthsayers Limited, to our customer service and to our people.
    • For the purposes of this Complaints Policy, any reference to Truthsayers Limited also includes our people.
    • Complaints may relate to any of our activities and may include (but not be limited to):
      • The quality of customer service you have received from Truthsayers Limited;
      • The behaviour and/or professional competence of our people;
      • Delays, defects or other problems associated with the provision of services by Truthsayers Limited;
    • The following are not considered to be Complaints and should therefore be directed to the appropriate person:
      • General questions about our services;
      • Matters concerning contractual or other legal disputes;
      • Formal requests for the disclosure of information, for example, under the Data Protection Act;
  1. Making a Complaint
    • All Complaints, concerning ourservices, our customer service, or our people, should be made in one of the following ways:
      • In writing, addressed to Truthsayers Limited, Silicon Mills, Unit A (Rear) Station Road Ind. Estate, South Woodchester, GL5 5EQ;
      • By email, addressed to Complaints at;
      • By contacting us by telephone on 01453 488100
    • When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
      • Your name, address, telephone number and preferred email address;
      • If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
      • If you are making a Complaint about a particular transaction, the account ID and order ID number where relevant;
      • If you are making a Complaint about a particular person of ours, the name and, where appropriate, position of that individual;
      • Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
      • Details of any documents or other evidence you wish to rely on in support of your Complaint;
      • Details of what you would like Truthsayers Limited to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)
  1. How We Handle Your Complaint
    • Upon receipt of your Complaint, we will log the Complaint in complaints log and will acknowledge receipt of it in writing within one business day, giving you a Complaint Reference.
    • If your Complaint relates to a specific individual, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. We respectfully ask that you do not contact the person in question directly concerning the Complaint while we are working to resolve it.
    • If we require any further information or evidence from you, we will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
    • We aim to resolve Complaints within 10 business days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
    • At the conclusion of the complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal the decision within 20 business days and escalate the complaint to a Director of Truthsayers Limited in the form of an Appeal.
  1. Confidentiality and Data Protection
    • All Complaints and information relating thereto are treated with the utmost confidence.Such information will only be shared with those persons of Truthsayers Limited who need to know in order to handle your Complaint.
    • We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting a Director of Truthsayers Limited.
    • All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 2018 and your rights under that Act.
  1. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact a Director of Truthsayers by post at Silicon Mills, Unit A (Rear), Station Road Ind. Estate, South Woodchester, GL5 5 EQ, by telephone on 01453 488100, or by email at

  1. Policy Responsibility and Review
    • This Complaints Policy is regularly reviewed and updated as required.