Complaints Procedure
Last updated: January 2024
We're committed to providing excellent service. If you're unhappy with any aspect of our service, we want to hear from you so we can put things right. Your feedback helps us improve.
Our Promise
We take all complaints seriously and promise to:
- Listen to your concerns fairly and objectively
- Investigate your complaint thoroughly
- Keep you informed throughout the process
- Resolve issues as quickly as possible
- Learn from feedback to improve our services
How to Make a Complaint
Contact Our Complaints Team
Email: insurance@tradeflix.co.uk (subject: Complaint)
Phone: 0141 266 0037
Opening Hours: Mon-Fri 8:30am-6pm, Sat 10am-4pm
What to Include
- Your full name and customer reference number
- Contact details (phone and email)
- Clear description of your complaint
- Dates and details of relevant incidents
- What outcome you're seeking
Our Process
Acknowledgement
We'll acknowledge your complaint within 2 working days with a reference number.
Investigation
We'll thoroughly investigate, reviewing records and speaking with relevant staff.
Resolution
We aim to resolve most complaints within 14 days. Complex cases may take up to 8 weeks.
Final Response
You'll receive a written response explaining our findings and any actions taken.
If You're Still Unhappy
If you're not satisfied with our response, or we haven't resolved your complaint within 8 weeks, you may refer the matter to an Alternative Dispute Resolution (ADR) service. We'll provide details in our final response letter.
Submit a Complaint Online
Fill out the form below and we'll respond within 2 working days.
Complaint Received
Thank you. We take all complaints seriously and will respond within 2 working days.
Contact Information
PackBros Ltd trading as Tradeflix
Company Registration: SC838492 (Scotland)
Email: insurance@tradeflix.co.uk
Phone: 0141 266 0037
We are a 100% digital business with no physical office address.