Legal
Complaints Procedure
How to raise a concern and what happens next.
Step 1 — Tell us
Contact your assigned team member, or email adsservicesuk@gmail.com with your reference number and what went wrong.
Step 2 — Acknowledgement
We acknowledge complaints within 3 working days.
Step 3 — Investigation
A senior member of staff reviews the case and responds within 15 working days, or explains why more time is needed.
Step 4 — Escalation
If you are not satisfied, you may ask for the matter to be reviewed by the administrator. Where a complaint concerns a regulated activity carried out by a third party, we will point you to the relevant ombudsman or regulator.