Complaints Policy

How to Make a Complaint

1. Methods

Complaints can be made:

  • by post: Fredrick Edwards Limited, Broadstone Mill, Broadstone Road, Stockport, Cheshire, SK5 7DL
  • by e mail to hello@fredrickedwards.com,

in respect of the tax reclaim service that we have provided.

2. Process

A) Acknowledgement

We aim to resolve any expression of dissatisfaction as soon as possible. We will send a written acknowledgement within 5 working days of receipt. This will confirm we have received your complaint and explain what we will do for you.

B) Investigation

Wherever possible, the person handling your complaint will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within four weeks of receiving a complaint, we will send you either:

  • A final response answering your complaint in full; or
  • A holding response which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

C) Our Decision

Within eight weeks of receiving a complaint, we will send you either:

  • A final response answering your complaint in full; or
  • A response which explains why we are still not in a position to make a full response, giving reasons for the further delay and indicating when we expect to be able to provide a final response.

Where we decide that redress is appropriate, we will provide you with a fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

D) Appeals

If you are not satisfied with our decision regarding a complaint about us and you have allowed us the relevant timeframes to respond to you, you can appeal this with our Managing Director.