Elvio Ltd
Our Complaints Procedure.
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.
You can contact us directly by emailing:
What happens next?
We will email you a letter acknowledging receipt of your complaint within three working days of receiving it.
We will then investigate your complaint. This will normally be dealt with by a senior manager who will review your file and conduct an investigation into your complaint. A formal written outcome of our investigation will be sent to you within 30 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, we may be able to refer your complaint to the Director of Elvio Ltd who will review the complaint and how it has been managed. The Directors response will be final and issued within 15 working days.
Please note the following:
You will need to submit your complaint in a timely manner. Complaints older than 12 months from the date of the issue being complained about, will not be actioned.
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