How to make a Complaint

Astutium > Complaints Procedure

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What to do if you're not satisfied with our service

Providing an excellent customer service is important to Astutium Ltd and in the vast majority of cases this is exactly what you will receive. However, just occasionally, something goes wrong and a customer, unfortunately, has cause to complain.

If you have a complaint, we really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve our service.

This can usually be best achieved by contacting the person you originally dealt with. That person will expect to hear from you if you are unhappy and will aim to resolve your complaint within 1 business day. We need to know the nature of your complaint and how you think the problem should be resolved.

While we would like to hear from you by telephone we would prefer any complaint in writing through our ticket system (simply open a ticket once logged in to the Client Portal) - so we are all able to track the progress and adhere to our quality processes. Your ticket will immediately be acknowledged and we will do everything we can to speedily resolve your issue, aiming to give a reply within 1 working day, usually much quicker.

Should our investigation take longer than anticipated (which will only happen if the circumstances are particularly complex) we will explain why and we will make sure you are provided with regular updates through the ticket. We will not normally allow any complaint to be unresolved for more than 1 week, as we aim to always agree a course of action with you within this time.

Any investigation will be overseen by the management team, but if at any time you are unhappy with the progress or outcome of our investigations, please do not hesitate to make this known so further escalation can occur if necessary.

Alternatively, you can contact our Customer Service Department:
  • Telephone: +44.20.3475.2555 Monday to Friday 10am - 4pm
  • Fax: +44.20.3475.2666
  • Email: complaints [at] (use your registered email address, so that a ticket can be opened automatically for you)
  • Post: Customer Service Department, Astutium Ltd, Fergusson House, 124-128 City Road, London, EC1V 2NX United Kingdom