Freetestme complaints procedure

We are committed to providing a high standard of service to all our customers. However, if something goes wrong, we want to hear about it so we can put things right and improve our services.

We want to make it as easy as possible for you to find the help you need. Our Help and Support page includes lots of useful information, guidance, and answers to common questions. You may find the solution you’re looking for there.

If you’ve checked our Help and Support page and still feel unhappy or need further assistance, please get in touch with our support team. You can email us at [email protected] and we’ll do our best to help.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us using one of the following methods:

• Email: [email protected]
• Phone: 0333 344 4462
• Post: Complaints Team, Meadowhall Business Park, Carbrookhall Road, Sheffield, S9 2EQ

Please include as much detail as possible, such as:

• Your name and contact details
• Order number or reference (if applicable)
• A description of the issue
• Any supporting documents or screenshots

What Happens Next

1. Acknowledgement
   We will acknowledge receipt of your complaint within 2 business days.
2. Investigation
   Your complaint will be reviewed by the appropriate member of our team. We may contact you if we need additional information.
3. Response
   We aim to provide a full response within 28 days. If the matter is complex and requires more time, we will keep you informed of the progress.

Resolution

Where a complaint is upheld, we will take appropriate action to resolve the issue. This may include:

• Providing an explanation
• Offering a correction or replacement
• Issuing a refund where appropriate
• Taking steps to prevent the issue from happening again

Escalating a Complaint

If you are not satisfied with our response, you may request that the complaint is reviewed by a senior member of our team. Please reply to our response email or contact us again quoting your complaint reference number.

Feedback

All complaints are taken seriously and used as an opportunity to improve our services