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Our complaints procedure

Complaints Procedure

At MarketInvoice each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times

Making a Complaint 

We accept complaints from our customers, their representatives or any other third party who may wish to express dissatisfaction with any aspect of our service.

We recognise the need to respond swiftly to complaints and will endeavour to resolve these quickly and efficiently.

You can raise a complaint at any time by completing the form to the right. Alternatively, you can contact us through any of the following three channels:

Email complaints@marketinvoice.com
Phone 020 3761 0538
Post

Complaints Department

MarketInvoice

Floors 2-5

48-50 Scrutton Street

London EC2A 4XQ

 

If you are making a complaint in writing please include the following:

  • Your name
  • A summary of your complaint, and
  • The best way for us to contact you

Complaint Timelines

We will acknowledge your complaint promptly and will do all we can to resolve your complaint by the end of the next business day. If this is not possible MarketInvoice will let you know how we will be dealing with your complaint and what our timeline for resolution will be. MarketInvoice seeks to resolve all complaints within five business days.

Within four weeks after receiving a complaint we will send you a final response or a response that explains why we are not in a position to resolve the complaint. Our final response to a complaint will be communicated to you in writing by either email or letter.

Complaints Escalation

We hope that you will not need to progress your complaint after receiving the final response. However, if you are still unhappy you may ask your initial point of contact that the complaint be escalated to a senior member of our staff who will check that your complaint has been dealt with in accordance with our internal policies, and that appropriate responses have been given.

Complaints form