Customer Complaints Procedure

At Ashton Video and TV Services Ltd, we are committed to providing high-quality service. If you are unhappy with any part of our service or your experience with us, we encourage you to let us know so we can put things right.

We treat all complaints seriously and aim to resolve them promptly, fairly, and transparently in accordance with our obligations as an FCA-regulated firm.

How to Make a Complaint

You can contact us in any of the following ways:

By Email:

info@ashtontv.co.uk

By Post:

Complaints Department
Ashton Video and TV Services Ltd
Unit A, Astra Business Centre,
PR2 5AP

By Phone:

01772 720099 (Monday-Friday, 9.30am-5pm)

To help us handle your complaint efficiently, please provide:

  • Your full name and contact details
  • Your customer reference or agreement number
  • A clear description of your complaint
  • Any relevant documents or evidence
  • How you would like us to resolve the issue

What Happens Next?

Step 1: Acknowledgement

We will acknowledge your complaint in writing within 5 business days of receiving it.

Step 2: Investigation

We will investigate your complaint thoroughly and fairly. A member of the management will assess all available evidence and speak to any relevant parties if needed.

Step 3: Final Response

We aim to issue a Final Response within 8 weeks from the date we receive your complaint. This will detail:

  • Our investigation findings
  • Whether we uphold your complaint
  • Any action we are taking or compensation offered
  • Your right to refer the matter to the Financial Ombudsman Service (FOS), if you’re not satisfied

If You’re Not Satisfied

If you’re not happy with our Final Response, or if 8 weeks have passed since your complaint and you’ve not received a resolution you may contact the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

Website: www.financial-ombudsman.org.uk

Phone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Address: Exchange Tower, London E14 9SR

You must contact the FOS within 6 months of receiving our Final Response.

Record Keeping

We log and monitor all complaints to improve our service and meet our regulatory obligations.

Complaints are retained for a minimum of 3 years.

Need Extra Help?

If you need help submitting your complaint or require information in an alternative format, please let us know – we’re happy to assist.