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Complaints Procedure

Our commitment

At AR Solutions Group LTD we are committed to providing a high quality of service to everyone we deal with. We continually look at our existing performance and try to improve it.

You may be in a good position to judge how we are performing, and we need you to tell us if we get things wrong. We will listen to your complaints and treat them seriously and in confidence.

We aim to put things right for you when it is possible and appropriate, learn from where we went wrong and make sure that we do not make the same mistake again.

How to complain

If you have a complaint, you should initially make it to the relevant sector of AR Solution Group involved in the matter, as they will usually be best placed to put things right. However, if you do not know who is responsible you can email: 

We will aim to issue a full response to your complaint within 20 working days of receiving it.

If we cannot, we will tell you who is handling the complaint, and when they expect to be able to reply in full. You will need to provide as much background information as possible when making your complaint.

What to do if you’re not satisfied

If you are not satisfied with the way your complaint has been handled, you have the right to ask for an internal review of your case, which will be carried out in the division where you made your initial complaint.

You should normally be informed of who to contact to ask for an internal review as part of the response you receive to your initial complaint. If you do not know who to contact, email with details of your case and we will respond with the necessary contact details.

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