Complaints

When we receive your complaint, we will acknowledge it within five working days.

We will then fully investigate your complaint and aim to respond within 15 working days.

If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.

Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

If you are not satisfied with the response that you have received from us, then you have a period of 20 working days, from the date of our response, to continue the complaint to the Proprietor.

If we do not receive a continued complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make a complaint, please ensure that you include details and reasons for your dissatisfaction.

You should receive a final response within 10 working days.

All complaints should be made in writing and include the following information:

• Your name and contact details and account information if appropriate;
  
  
• The World Frontier Limited service concerned. A clear description of your concern or complaint;
  
  
• What steps you would like us to take to resolve the issue;
  
  
• Please write "Complaint" clearly within the address of your letter. Please send your complaint to: World Frontier Limited, 27 Old Gloucester Street, London, WC1N 3XX