Complaints Procedure

We hope that you’ll never have reason to be dissatisfied with our products or services. However, if there is something you’re concerned about or unhappy with, please contact our customer service team. We’ll look into your issue as quickly as we can.

If your issue cannot be resolved by our customer service team, you can ask for your issue to be escalated to our complaints team or alternatively, you can email our complaints team at complaints@onefile.co.uk.

A dedicated complaint handler will be assigned to manage the resolution journey and be your main point of contact. They will keep in touch with you regularly and aim to resolve your complaint as quickly as possible.

The journey will be registered in our opportunities for improvement log for reflection.

Version 4
Last reviewed: 02/12/2024