We take complaints about our work, colleagues, software and levels of service very seriously. If you are not satisfied with any aspect of our services, you can raise a complaint with our team.
We would recommend that you reach out to our support team in the first instance, and where they are unable to help, our complaints procedure explains how you can escalate your concerns.
What we can – and cannot – deal with
We can only handle complaints about our work, colleagues, software and levels of service provided by MalgraBooks. Therefore we cannot deal with complaints about HMRC, your banking arrangements, and anything outside of our control
How to complain
Your first step is to contact our support team directly through our online form, email or live chat. Where possible, we aim to resolve any queries as soon as possible – but where this cannot be completed, they will be happy to escalate for further response.
You can raise a complaint through our online form – please provide as much infomation as possible such as:
- Your full name, address and contact details (email or telephone)
- A full detailed description of what your complaint is in relation to
- How you would like this to be resolved
- Any supporting documents to assist with your complaint
What happens after I raise a complaint?
Once a complaint has been raised, we will log this on our dedicated system.
We will then acknowledge receipt of your complaint within three working days. After this, our team may contact you to discuss the complaint in further detail and to understand the concerns raised.
Our aim is to provide a full response within 5 working days after a complaint has been raised on our system.