ENTO Direct Complaints Procedure

The Group (being ENTO Limited, ENTO Direct and Ariam Media) is committed to providing a quality service and achieving the highest standards of conduct .One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers. Therefore we aim to ensure that:

1. Making a complaint is as easy as possible
2. We treat as a complaint any clear expression of dissatisfaction with our service which calls for a response
3. We treat it seriously whether it is made in person, by telephone, by letter, by fax, or by e-mail
4. We deal with it promptly, politely and, where appropriate, informally (for example, by telephone)
5. We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc
6. We learn from complaints, use them to improve our service

How do you make a complaint?

1. You can make a complaint in writing, by fax, by e-mail, by telephone or in person . If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address.
2. If you know which of the companies is relevant to your complaint, or the name or title of an appropriate member of staff, please make your complaint direct to them (referring to this complaints procedure would be helpful).
3. If you do not have this information, please get in touch with The Chief Executive Officer who will give you the contact details for the most appropriate person. The Chief Executive Officer can be contacted at:

What happens next?

• All complaints are logged in a central location.
• We will acknowledge your complaint in writing within 5 working days and explain that it has been passed on to the relevant person within the Group.
• Once the complaint has been dealt with satisfactorily a written response will be sent within 15 working days from receipt of the original complaint.
• If it is not possible to give you a full reply within this time - for instance, because a detailed investigation is required - we will give you an interim response, telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
• That full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the appropriate Manager.
• If, following that second response, you are still not satisfied, you can ask for your complaint to be referred to one of the Directors.