1. Our Commitment

We aim to provide high-quality products and services. However, if you are dissatisfied, we want to know so we can resolve the issue and improve our standards.

2. How to Make a Complaint

You can submit your complaint using any of the following methods:

• In writing: Outvara Limited, Westminster House, 10 Westminster Road, Macclesfield, Cheshire, SK10 1BX
• By email: enquiries@outvara.net
• By phone: +44 7359538161
  

Please provide your name, contact details, a clear description of the issue, and how you would like it resolved.

3. Our Complaints Procedure

All complaints are handled fairly, confidentially, and promptly, following these stages:

• Stage 1: Acknowledgement – We will acknowledge your complaint within 5 working days of receipt, providing the name of the person handling the case.
  
• Stage 2: Investigation & Response – We will fully investigate the matter and aim to send you a formal written response within 20 working days. If we need more time, we will contact you to explain why and provide a new timeframe.
  
• Stage 3: Appeal – If you are not satisfied with our response, you can request a review by a senior manager or trustee, who will respond with a final decision.