Complaints Procedure

At Project Zero, customer relations is something that we strive to maintain and improve. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure.

Our internal complaints procedure is designed to resolve our clients' concerns quickly and efficiently.

How can I make a complaint?

All complaints should be made in writing to:

Project Zero Solutions Ltd,
Durham Tees Valley Business Centre
Orde Wingate Way
Stockton-On-Tees
TS19 0GA

What happens next?

You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt. We will thoroughly investigate your concerns and a response will be issued within 4 weeks. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

I'm not satisfied with the response...What can I do?

If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.

What happens next?

Your case will be reviewed and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.

If I remain dissatisfied, who can I write to?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Management Regulator, the Ministry of Justice.

Please note, the Regulator will only intervene once all steps of the Company's in house complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.

Claims Management Regulator

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Tel: 0871 450 6858