This policy explains how:

• You, the customer can raise a complaint with ServiceMy about our goods and services; and 
• How we will deal with that complaint 

We always aim to provide a high-quality service to our customers however we recognise that sometimes things may not always go to plan and that is important that you can raise any concerns with us directly.  

How to Make a Complaint 

If you wish to raise a formal complaint you can do so in two ways:

• Via the online Contact form on our website 
• In writing to Help@servicemy.co.uk

Please Include:

• Your Full Name 
• Your contact details – telephone and email 
• The fact you want to raise a formal complaint 
• Any dates and times that are relevant to the complaint 
• A summary of the problem or problems you have experienced and why the service wasn’t satisfactory

Complaints will be received and progressed during business working hours of Monday – Friday 9am – 4.30pm and acknowledged within 5 business days.  

A thorough investigation will be made into your complaint and we may need to contact you in order to obtain further information during this investigation.   A full written response will be provided within 14 business days.  If the investigation takes any longer we will contact you to make you aware and provide a revised timeframe.