Version 1 — July 2026
1. Our Commitment
At Indigozest Limited, we are committed to providing a high standard of service. If something goes wrong, we want to hear about it so that we can put it right. This procedure explains how to make a complaint, what you can expect from us, and what to do if you remain unhappy after we have responded.
2. How to Make a Complaint
You can contact us by any of the following methods:
- Email: hello@indigozest.co.uk
- Telephone: 0333 305 5305 (Monday–Friday, 9am–5pm)
- Post: Indigozest Limited, Unit 7 Kings Park Industrial Estate, Primrose Hill, Kings Langley, Herts., WD4 8ST
Please include your name, contact details, a description of your concern, and — if applicable — your project or account reference number. We may ask for supporting information to help us investigate.
3. What Happens Next — Our Timescales
Once we receive your complaint, we will handle it as follows:
Stage | What we will do |
Acknowledgement (within 2 working days) | We will acknowledge receipt of your complaint in writing and confirm the name of the person handling it. |
Investigation (within 10 working days) | We will investigate your complaint thoroughly. Where necessary, we may contact you to gather further information. |
Full response (within 8 weeks) | We will provide you with our full written response, setting out our findings and any action we propose to take. |
4. If You Are Still Unhappy
If you are not satisfied with our final response, or if 8 weeks have passed since you first made your complaint and we have not issued a final response, you have the right to refer your complaint to an independent certified alternative dispute resolution (ADR) provider.
We will confirm the name and contact details of an appropriate certified ADR provider in our final response letter. Alternatively, you may contact us at any time to request this information.
Use of an ADR provider is voluntary. You may also exercise any legal rights you have, including bringing a claim in the courts of England and Wales.
5. Keeping You Informed
If our investigation takes longer than anticipated, we will write to you within 8 weeks to explain why and give you an updated timescale. We will keep you informed of progress throughout.
6. Record-Keeping and Continuous Improvement
We keep a record of all complaints received and our responses. We review these records regularly to identify patterns and areas for improvement.
Your complaint will be treated confidentially and in accordance with our Privacy Notice (available at www.indigozest.co.uk/privacy_policy/).
