Items in [SQUARE BRACKETS] are placeholders for genuine company details that must be completed and reviewed before memberships are sold.
How to complain
We want to put things right. You can complain by:
- Email: [COMPLAINTS EMAIL]
- Post: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ
- Telephone: [PHONE]
- The contact form on our Contact page
A family member may complain on behalf of a member with their permission.
What to include
- Your name and membership number
- What happened and when
- How you would like us to put it right
- Any relevant emails or summaries
How we acknowledge complaints
We will acknowledge your complaint within [3] working days and tell you who is handling it.
How we investigate
A team member not involved in the original matter will review your complaint, including call notes and summaries where relevant, and may contact you for more information.
Expected response
We aim to send a full written response within [14] days. If we need longer, we will explain why and give you a new date.
Escalation
If you are not satisfied, you can ask for your complaint to be reviewed by [SENIOR MANAGER / DIRECTOR]. If you remain unhappy, you may contact [ALTERNATIVE DISPUTE RESOLUTION PROVIDER, IF APPLICABLE] or seek advice from Citizens Advice. For data protection complaints you can contact the ICO.
Contact information
Market Leading Generation Limited · 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ · [COMPLAINTS EMAIL]