Code of Practice

Serious strive to give you the best customer service possible.

If you think we've done a great job us or want to give us some feedback then please drop us a line at letstalkaboutit@weareserious.co.uk. However, if you feel we have fallen short in any way please let us know straight away.

We've set a clear process for you to raise any queries, compliments or complaints you may have in your delaings with Serious and we will aim to resolve any queries and complaints promptly and to your satisfaction. 

There are 3 easy ways to get in touch with us; by email, letter or phone.

 

You can email us here

Email receipt will be acknowledged within 48 working hours. The full detail of the complaint will be raised with the relevant department or individual and you will be advised of a timescale for response and resolution. This timescale will vary based upon the nature of the complaint, but will be no longer than 10 working days. To aid the communication process please include within your email your full address and preferred method of contact.

You can contact us by post.

Please address all queries, compliments and complaints to:

francis house, shobnall road, burton upon trent, staffordshire, DE14 2BB

Letters will be acknowledged within 48 working hours of receipt and will follow the same process as email and phone enquiries. Please include with your letter your full address and preferred method of contact.

You can also phone us on 01283 562 382.

We will try our best to resolve your query or complaint during your initial phone call. If the situation requires further investigation then we will record the nature of your enquiry and raise the issue with the relevant department and advise you of a timescale for response and resolution. This timescale will vary based upon the nature of the complaint, but will be no longer than 10 working days.

If you aren't satisfied with our responce:

If you are unsatisfied with our response or resolution to your query or complaint, you can request that it be escalated to the Management Board.  Investigation and response by senior management will be completed within 30 working days. Should this take longer we will set a new timescale and let you know.