Complaints

We are dedicated to providing an excellent service. However, if you are unhappy with the service you receive from us, you can raise a complaint.

We define a complaint as:

Dissatisfaction with the way you've been treated, outcome of your assessment, or description of services and looking for a clear solution or outcome on how to put it right.

If you want to raise a complaint, email us at [email protected].

You should provide us with :

  • your unique 10-digit reference number found on your statement or in your account home screen (if applicable)
  • a description of the complaint and what you believe the correct actions or outcome should have been
  • any supporting evidence you may be able to provide
  • what you would like us to do to put it right
  • the phone number and e-mail address we should use to contact you
    We will acknowledge your complaint within 5 working days from receipt.

You must send your complaint within 6 months of the service you received.

What to do if you are not satisfied with the way your complaint has been handled

Reply to our communication stating:

  • Why you are not satisfied
  • That you would like it escalated to a more senior member of staff

We aim to respond to your complaint escalation within 5 working days

Authenticity appeals

As part of an assessment, our evaluations team will thoroughly review the documents and information you gave in your application. If we suspect that any documents are not genuine, we reserve the right to suspend services according to our terms and conditions.

To appeal our decision, you must submit an appeal within 30 working days of being told about the account suspension. To do this, send written confirmation requesting an appeal to [email protected]

When we receive this information, we will review your application. You will receive an acknowledgement of your case within 5 working days.

The right to appeal is at Ecctis’ discretion and will be withdrawn if there is evidence of document or applicant manipulation and misrepresentation.

Fair and equal treatment

We are committed to providing equal and fair treatment to all customers. We believe that every customer deserves to be treated with dignity, respect, and impartiality, regardless of their background, preferences, or circumstances.

Our commitment

  • Respect and dignity: All customers will be always treated with courtesy and respect.
  • Non-discrimination: No customer will be discriminated against based on race, gender, age, religion, disability, sexual orientation or any other characteristic.
  • Impartiality: Services and support will be provided impartially, ensuring that all customers receive the same level of attention and care.
  • Accessibility: We will strive to make our services accessible to all customers, including those with disabilities or special needs.
  • Feedback and improvement: We encourage customer feedback and will use it to continually improve our services and ensure fair treatment.

How to submit your complaint if you do not have email access

You can write to us at:

Ecctis Ltd

Suffolk House

68-70 Suffolk Road

Cheltenham

GL50 2ED