Complaints handling procedure

QAKH Consultancy is committed to giving every customer a high standard of service. If you are dissatisfied or have any concerns, please let us know. Our aim is to make sure any issue you raise is properly looked into and that we take appropriate action where needed.

1. Raising a complaint

   We take all complaints seriously and aim to address your concerns thoroughly, promptly and politely. Contact us using one of the channels below. Please include your contact details, business name and address, and an outline of your complaint.

2. Acknowledgement

   We will acknowledge your complaint within 3 working days. It will be logged and we will give you a reference number you can quote to check on its progress.

3. Investigation

   For mis-selling or contract-related complaints, we check all pre-sales calls and communications about that contract. Where needed, we may ask you for more information or documents so our checks are thorough.

4. Resolution

   Once our checks are complete, we will contact you with our findings. We take a firm stance against mis-selling and misrepresentation. If this has happened, we will tell the supplier and ask them to cancel the contract and return you to your previous supplier. If the evidence does not support the complaint, we will share our findings and evidence and confirm that no further action will be taken. If you disagree, the complaint will reach 'deadlock'.

5. Deadlock

   A complaint reaches deadlock when you do not agree with our findings or proposed resolution. We will confirm this to you in writing.

6. Independent review

   If your complaint about an energy contract has not been resolved after 8 weeks, or you have received a deadlock letter from us, you can ask the Energy Ombudsman for a free, independent and impartial review.

Card machines, water and insurance

If your complaint is about a product or service provided by a payment provider, water retailer, insurer or broker, you should also raise it with that firm using its own complaints procedure. For insurance, if the authorised firm cannot resolve your complaint, you may be able to refer it to the Financial Ombudsman Service. We are happy to help you work out who to contact.