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      How do I make a complaint?

      Complaints Policy

      1. POLICY STATEMENT

      Here at LITTA, we strive to provide the best possible service for our customers. One of the ways we ensure this is by listening to the views of our customers and responding positively to issues that arise, so we can learn, adapt and improve our service. 

      1. PURPOSE

      This policy is intended to ensure that all issues are dealt with fairly and efficiently. LITTA aims to ensure that this procedure is properly and effectively implemented and that complainants feel confident that their complaints are listened to and dealt with promptly and equitably. 

      1. WHAT IS A COMPLAINT?

      A complaint is any dissatisfaction with the services offered by LITTA or with the action or lack of action taken by a person or body acting on behalf of LITTA during the provision of services. 

      1. REPORTING AN ISSUE

      If you believe that the service provided by LITTA does not meet your expectations, please fill out this form: 

      https://support.litta.co.uk/hc/en-gb/requests/new?ticket_form_id=24402367867793

      When reporting an issue, please provide as much detail as possible, including:

      • The LTA/LTB reference number for your collection. This follows the format, “LTA”/”LTB” followed by a number, e.g. LTA12345 or LTB12345.
      • Your name and contact information. 
      • The date and location of the service.
      • Any relevant photographs or documents to support your complaint.
      1. HANDLING PROCESS

      Stage 1 Acknowledgment

      We will aim to acknowledge receipt of your report within 2 working days. 

      Stage 2 Investigation

      The issue will be investigated by a member of our team. We may contact you to request further information or clarification. 

      Stage 3 Resolution

      We will aim to provide a resolution within 10 working days of receipt. Once your issue has been investigated, we will be in contact to discuss the outcome and any actions we will take to address the issue. 

      Stage 4 Escalation 

      If you are unsatisfied with the outcome, you can request that a formal complaint be logged by our management team. We will then conduct a review and provide a final response within 5 working days. 

      1. CONFIDENTIALITY

      All issues and complaints will be handled confidentially, and information will only be shared internally for the purpose of resolving issues. 

      1. FEEDBACK

      In line with our aim of providing a high level of customer service, we are open to any suggestions or feedback in relation to our issues and complaints procedures, and will monitor this regularly.