Complaints Procedure
At DigiLane, we take all customer feedback seriously and aim to resolve any issues as quickly and efficiently as possible. This procedure outlines the steps for submitting a complaint and how we handle such matters.
How to Submit a Complaint
If you are dissatisfied with any aspect of our services, please follow these steps:
- Informal Resolution
If possible, please contact the relevant team member directly to resolve the issue informally. You can reach us via email at hello@digilane.co.uk or by phone at (+44) 0116 403 0510. - Formal Complaint Submission
If the issue remains unresolved, you can submit a formal complaint. Please send an email with the subject “Formal Complaint” to hello@digilane.co.uk, providing the following information:- Your name and contact details.
- A detailed description of the issue.
- Any supporting documents or evidence.
- The outcome you are seeking.
- Investigation
Upon receiving your complaint, we will acknowledge receipt within 5 working days. We will investigate the matter and aim to provide a resolution within 10 working days. If the resolution will take longer, we will keep you updated on the progress. - Escalation
If you are not satisfied with the outcome or resolution, you can escalate the matter to a senior manager who will review the complaint and make a final decision.
Contact Details
- Email: hello@digilane.co.uk
- Phone: (+44) 0116 403 0510
- Postal Address: Unit 23 B&S Business Centre, Saffron Way, Leicester LE2 6UP
We value all feedback and are dedicated to resolving any issues that arise.