Consumer Complaints Policy & Procedure
Our aim is to ensure that:
- Anyone who is dissatisfied with the service they have received is able to make a complaint in a simple, uncomplicated way
- Complaints are investigated fully and promptly
- Customers receive a full and thorough explanation of any findings
- Complaints are monitored and used to review and improve the service provided by Registry Trust
How to make a complaint
To enable us to understand your complaint fully there are specific pieces of information we require. You may find it useful to obtain and complete a Registry Trust complaint form.
If you have specific needs which affect your ability to complete a form, we can provide assistance over the telephone (phone us on 020 7380 0133). The form can be completed online or printed and completed by hand.
You can submit your completed complain form by email to:
including Operations Supervisor in the subject heading
Alternatively, you can contact us by post :
Registry Trust Limited
153-157 Cleveland Street
What happens next?
Your complaint will be reviewed by one of our Operations Supervisors and you will receive an acknowledgement within two working days.
We always look to address complaints quickly and efficiently, and will look to answer your complaint in full within five working days. In the event of any delay we will let you know.
Right to appeal
If you are not satisfied with the response that you receive, you may appeal the decision in writing within 28 working days. Details of how to appeal will be found in your initial response letter.
An acknowledgement of your appeal will be sent within five working days of receipt. A full and final response will then be sent from a senior manager within 14 working days.