Complaints Procedure
At Base Collective, we are committed to providing a professional, reliable and responsive service. If you are dissatisfied with any aspect of our service, we would like the opportunity to resolve the matter.
Step 1 – Contact Us
Please email details of your complaint to:
Please include:
- Your name
- Company name (if applicable)
- Details of your complaint
- Any supporting information
Step 2 – Investigation
We will acknowledge your complaint within 3 working days and aim to investigate and respond within 14 working days.
Where additional time is required, we will keep you informed of progress.
Step 3 – Resolution
We will review the matter fairly and provide a written response outlining our findings and any actions we propose to take.
Continuous Improvement
We take all complaints seriously and use feedback to improve our services and client experience.