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Complaints Process


How do I submit a complaint?

If you are not happy with the service you have received from our team, you have the opportunity to have your complaint fully investigated. Our team aim to provide all enquiries with a detailed response on any points you have raised.

The complaints procedure below details how your complaint will be handled and what you can expect from our Customer Relations Team.


Who should I complain to?

If you are not happy with the service we have provided, you should contact us on info@groovesandmoves.co.uk in the first instance.

A response will be provided within 7 days and extra information may be requested where necessary.

If you are not happy with the response you have received and wish to have your complaint reviewed, our Customer Relations Team is available to investigate your complaint further.

Please email the details of your complaint to customer.relations@boltagencyltd.co.uk providing a telephone number where possible to ensure a swift resolution.


What should I expect when I have made a complaint?

The team will immediately acknowledge each complaint that is sent in so that you can be assured that it has been received. Your complaint will then be investigated by our Customer Relations Team. If we can resolve the complaint immediately, we will contact you with a final response. If we need to investigate your complaint further, we will keep you informed of the progress until a resolution has been reached and we can issue a final response.


What if I am not happy with the resolution to my complaint?

You can appeal a final response and this will be reviewed by our Customer Relations Manager who will respond to you within 5 working days. They will advise whether the previous decision has been upheld or over-ruled.


What we do with complaints data?

We appreciate you taking the time to contact us with your complaint and for giving us the opportunity to rectify any issues that you may have. Your feedback regarding our processes is of the utmost importance as we are constantly seeking ways to improve the service we provide to our customers.