Complaints Policy Summary:
By providing this complaints policy we are committed to delivering excellent service, and we take your concerns seriously. If something goes wrong, we want to make it right — quickly, fairly, and professionally.
What You Can Expect:
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Free and Fair Process: You can submit a complaint free of charge — by email, phone, or through our website.
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Quick Acknowledgement: We’ll acknowledge your complaint within 5 working days and aim to resolve it within 30 calendar days.
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Thorough Investigation: Every complaint is reviewed by a trained, impartial member of our team. We’ll keep you updated along the way.
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Respectful Treatment: You will not be treated unfairly or lose access to services because you’ve complained. We see complaints as a way to improve.
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Clear Communication: We’ll explain the outcome in plain English and outline any next steps you can take if you’re not satisfied.
If You’re Not Happy with the Outcome:
You can ask for an internal review by a senior manager. If you’re still unhappy after that, we’ll tell you how to contact an independent Alternative Dispute Resolution (ADR) provider — and how to reach regulators like Trading Standards or the CMA.
Support for Everyone:
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If you have a disability or need help making a complaint, we offer reasonable adjustments such as large print, support from a carer or advocate, and other accessible formats.
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Vulnerable customers or those unable to complain on their own can nominate someone to act on their behalf.
Privacy & Data:
All complaints are kept confidential and handled in line with UK GDPR. We will never use your personal data for marketing purposes related to your complaint.
If you need to make a complaint, or want more information, please contact us at:
contact@lexdex-solutions.uk
We’re here to help — and we’re always looking to do better.
For full details, please view our complete Complaints Policy here.