Complaints and Appeals procedure

Melbek are committed to ensuring our customers receive a high standard of service. We also appreciate that from time to time concerns may arise that need to be addressed. We rely on feedback from our customers to identify the causes of
complaints. This allows us to put things right for you, and ensure improvements are made. We aim to do this quickly and efficiently.

1: Contacting us

If you have a complaint about any aspect of our service, then we would like to hear from you. The majority of issues can be resolved informally by chatting with a member of staff. They will aim to resolve any outstanding issues and reach an agreeable resolution.

2: Escalating your issue

If the member of staff is not able to assist, please ask to speak to a manager. Managers are available on main working days during business hours (Mon-Fri 9.00am to 5.00pm). If a manager is not available, please provide your contact details to a member of staff and a manager will be in touch. We aim is to respond to all escalated complaints within 4 hours.

3: Raising an Appeal

If after discussing any concerns you are dissatisfied with the response, or you feel unhappy with the way your issue was dealt with, you can lodge an appeal by writing to us, detailing your account details and the outstanding issue.

Our address is:

MelBek
Customer Solutions Department
Leiston Enterprise Centre
Leiston
Suffolk IP16 4US

Your complaint will be acknowledged in writing or via telephone within three working days of receipt. An investigation will be carried out into the issues raised and a full response will be provided within ten working days.

Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise you when you can expect a full response.