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Complaints Policy

Oldroyd Publishing Group is committed to providing a high quality, effective service for its clients.

It's important that, if we fall short of the high standards our clients expect from us, we are able to take on feedback and concerns, using this to improve our service.

Complaints Procedure

Step 1:

If you have not already been in touch regarding your concern, the first step is to raise it using one of the methods below. Most issues can be resolved very quickly once they have been raised.

All complaints or contacts will be acknowledged within a maximum of 5 working days. Once a complaint has been received we will attempt to resolve it to your satisfaction.

Step 2:

If you have already contacted us, and we have not been able to resolve your issue to your satisfaction, the next step is to submit a formal complaint.

All complaints MUST be made in writing. This is so there is a clear record of the complaint and no misunderstanding of the complaint detail.

Formal complaints can be submitted by email to customerservices@opg.co.uk, or in writing to:

Customer Services
Oldroyd Publishing Group Ltd
Barons Gate
Graceways
Whitehills Business Park
Blackpool
Lancashire
FY4 5PW

What information you should include:

Please include as much information about the issue as possible, this might include:

  • Name(s) of the staff member(s) you have spoken to in relation to the issue(s)
  • Date & time when issue(s) occurred or when they were reported
  • Full details of your complaint and any other relevant details

Providing as much information as possible helps us to fully understand and investigate the situation, what happened, what/if anything went wrong and how we can then try to resolve your complaint.

What we will do:

Usually all formal complaints will be reviewed within 72 hours. If we cannot immediately resolve the complaint, an initial response will be given while the issue is investigated further.
We will provide a full reply to the complaint within 10 working days.

Step 3:

If the response does not satisfactorily address your complaint, you may request that the complaint be escalated to a company Director for review.

One of our directors will then assess your complaint and the steps taken so far by our staff, providing a response within 10 working days of the complaint being escalated.

 

Complaints are taken seriously and will be dealt with fairly and thoroughly.