At Scalex Technology, we are committed to delivering the highest level of customer service throughout your contract. However, if something goes wrong, we take complaints seriously and aim to investigate and resolve issues quickly and fairly.

We welcome all feedback as an opportunity to improve. If you’re unhappy with any part of our service, we want to put it right as soon as possible.

Our complaints process is free, impartial, and designed to ensure that all customers are treated with respect and courtesy.

✅ Step 1 – Submitting Your Complaint

A complaint is any expression of dissatisfaction regarding the service you have received.

You can submit a complaint in any of the following ways:

• 📧 Email:  info@scalextechnologyltd.com

• 📞 Telephone: 07428225644

Please include:

• A detailed description of the issue

• Your preferred outcome or resolution

We log and retain copies of all complaints.

⏱️ Step 2 – Acknowledgement

You’ll receive an acknowledgment within five business days, with details of the person handling your complaint. This person will be impartial and not directly involved in the issue you’re raising.

📬 Step 3 – Our Response

Within two weeks, you’ll receive either:

• A final response addressing the complaint; or

• A holding response, explaining the delay and when you can expect a resolution.

If we don’t hear from you within 7 days of issuing the final response, we’ll assume the matter is resolved.

🔁 Step 4 – Further Review (If Needed)

If you are not satisfied with the final outcome, we’re happy to reconsider. However, without new information or clear flaws in our findings, the result is unlikely to change.

🗓️ Step 5 – Final Response Deadline

We will issue a final response no later than 8 weeks from receiving your complaint.

⚖️ Step 6 – Independent Dispute Resolution

If you remain dissatisfied, or 8 weeks have passed without resolution, you can escalate your complaint to the:

Dispute Resolution Ombudsman
🌐 https://www.disputeresolutionombudsman.org/dispute

This service is free and independent, helping resolve disputes fairly.
Please note: We are not responsible for content on third-party websites.