We are accredited to the British Standards Institute’s BS EN ISO 9001:2015, ISO10002:2018 and ISO/IEC27001. This means we must follow a strict process when dealing with complaints. We have put together the following guidelines to help you.
How to make your complaint
In the first instance, if you are unhappy about any part of the service being provided to you by Once For All you should contact our Client Services Team who will be happy to assist you with your query. Please contact out Client Services Team:
By phone on 0333 300 3066
By email to support@onceforall.com website providing your registration number and as much detail about your concerns as possible, along with the way you would like us to reply (call back or email)
In most cases, our Clients Services Team will be able to help you resolve your query. However, if you are dissatisfied with the outcome, or feel that your complaint needs to be dealt with in a more formal capacity, please contact us:
By email to complaints@onceforall.com with ‘formal complaint’ in the subject field OR
By letter to Once For All, PO BOX 6441, Basingstoke, Hampshire, RG21 7FN
Whichever method of contact you use, please clearly state your registration number, full details of your complaint, what you would like us to do to resolve the issue, details of any action you have already taken to try and resolve the issue and the method by which you would like us to respond (whether you would prefer a call back or email).
What happens next?
We will acknowledge receipt of your complaint within one working day. We will investigate the issue and contact you by your preferred contact method to discuss your concerns. We will provide a full written response within 15 working days of receiving your complaint. If this is not possible, we will explain why and give you a date by which you can expect a full reply.
If you are not satisfied with our reply
If you are not satisfied with the reply to your complaint, you can request a review of the complaint. Please email or write to us and state why you disagree with the response and how you would like the complaint to be resolved.
If you are still not satisfied
If you are still not satisfied, you can request a further review by emailing or writing to our Managing Director at the address below.
Users’ views
One of the ways in which we can continue to improve our services is by listening to your views.
We would also welcome any comments or suggestions you have on our complaints procedure, to make sure it works as efficiently as possible.
How to contact us
Once For All
PO BOX 6441
Basingstoke
Hampshire
RG21 7FN
E‑mail: support@onceforall.com
Please note: We cannot be held responsible for the working practices of any of our members. If you have concerns about a company, please contact the Citizens Advice Consumer Advice line, who will pass your complaints to the appropriate local authority trading standards service.
To report a complaint, call the helpline on 03444 111 444 or visit www.citizensadvice.org.uk.