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Complaints

At ImperialOptions.com, we aim to give you the best customer service possible. But if you feel we’ve fallen short of this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we can.

This page lets you know how to go about making a complaint and how to take it further, if you need to. It every aspect of the ImperialOptions.com website and any products and/or services provided.

What to do if you’re not satisfied with our service:

If you’re unhappy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you can carry on enjoying your services again. We’ll also use your feedback to improve our service where we can.

If you have a complaint, we’ve set out our formal internal complaints procedure below. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable timeframe.

Once your complaint has been resolved we ask that you respond via email to state you are happy with the resolution and provide any feedback on the way our complaint was handled.

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If you remain dissatisfied:

When we receive your complaint, we’ll aim to resolve it to your complete satisfaction. If a complaint is not resolved to your satisfaction you can ask to escalate the issue to a manager. A manager may be available to speak to you immediately or they may call you back at a time that suits both of you. In the event that a manager has to call you back, you can help us by letting us know which daytime and evening contact numbers work best for you. If, after speaking to the manager, you feel we have still not dealt with your complaint appropriately, please ask for your complaint to be reviewed by a Senior Manager.

If, after following the process explained above, you are still not happy with the outcome of your complaint, you can refer your complaint to independent adjudication. We ask that you allow up to a maximum of five working weeks, although we aim to resolve all complaints as soon as possible.

Please Send Any Complaints to Complaints@imperialoptions.com