Complaints Policy

At Sident, we are committed to delivering the highest level of service to our customers. If you are unhappy with any aspect of our service, we want to hear from you so that we can address your concerns quickly and fairly.

 

How to Make a Complaint

If you wish to make a complaint, please email us at:

📧 customer.service@sident.co.uk

 

What Happens Next?

  1. Acknowledgement
    • We will acknowledge your complaint within 24 hours of receiving it.
    • You will receive an email confirmation:
  2. Initial Review
    • Your complaint will be escalated to the appropriate manager.
    • We will carry out an initial review of the case and, if needed, speak with the relevant engineer or team member.
    • Please allow up to 1 week for this stage.
  3. Investigation
    • An internal meeting may be held to discuss the findings and consider possible resolutions.
  4. Outcome
    • We will contact you with the outcome of our investigation and advise on the next steps.

 

Our Commitment

  • We aim to resolve complaints promptly and fairly.
  • We will keep you updated throughout the process.
  • If further time is needed, we will let you know.