Complaints Policy

1 Introduction

TLC Online (“we,” “our,” or “us”) is committed to providing high-quality services to our customers. We value feedback and take complaints seriously, using them as an opportunity to improve our services. This Complaints Policy outlines our procedures for handling complaints in a fair, transparent, and timely manner.

2 Scope

This policy applies to all customers, users, and other stakeholders who have a complaint about any aspect of our services. It covers complaints received via our website, email, phone, or in writing.

3 Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our services, including but not limited to:

  • Quality of service
  • Delays or failures in service delivery
  • Staff behavior or conduct
  • Billing or payment issues
  • Technical issues

4 How to Make a Complaint

4.1 Online

You can submit your complaint through our online contact form available on our website via our Contact Us page.

4.2 Email

You can email your complaint to webteam@tlc-online.co.uk

4.3 Phone

You can call our customer service team at 023 8024 3044 during our business hours.

4.4 In Writing

You can send your complaint in writing to: TLC Online, 35 Tristan Close, Calshot, Southampton, Hampshire SO45 1BN
Please provide as much detail as possible about your complaint, including your contact information and any relevant supporting documents.

5 Complaint Handling Procedure

5.1 Acknowledgment

We will acknowledge receipt of your complaint within 2 business days of receiving it. This acknowledgment will include the name and contact details of the person handling your complaint.

5.2 Investigation

We will investigate your complaint thoroughly and impartially. This may involve:

  • Reviewing relevant documents and records
  • Interviewing staff involved
  • Consulting with other relevant parties

5.3 Response

We aim to resolve complaints within 10 business days of receipt. If we are unable to resolve the complaint within this timeframe, we will inform you of the reason for the delay and provide an estimated resolution date.

Once the investigation is complete, we will provide a written response detailing our findings and any actions we have taken or plan to take to resolve the complaint.

5.4 Escalation

If you are not satisfied with our response, you can request a review by a senior manager. If you remain dissatisfied after the review, you may escalate the complaint to an external body, such as:

6 Confidentiality

All complaints will be handled with the utmost confidentiality. Information about your complaint will only be shared with those who need to know in order to resolve the issue.

7 Record Keeping

We will maintain a record of all complaints, including details of the complaint, our investigation, and the outcome. These records will be kept for a minimum of 5 years and will be used to identify trends and improve our services.

8 Continuous Improvement

We are committed to continuously improving our services and complaint handling process. We will regularly review and analyze complaint data to identify areas for improvement and implement necessary changes.

Contact Us

If you have any questions or concerns about this Complaints Policy, please contact us at:

TLC Online
35 Tristan Close, Calshot, Southampton, Hampshire SO45 1BN
webteam@tlc-online.co.uk
023 8024 3044

By using our services, you acknowledge that you have read and understood this Complaints Policy and agree to its terms and conditions.

Updated on: 12-04-2025