Complaints Procedure

COMPLAINTS PROCEDURE

We strive to provide the highest possible standard of service. However, we acknowledge there may be instances where you feel we have fallen short of this. If this happens, we encourage you to raise a complaint.

This Complaints Procedure outlines who can raise a complaint, the process for raising a complaint, the procedure in place to answer your complaint, and the next steps you may take if you remain unsatisfied with our answer. 

Raising a complaint 

To ensure your complaint reaches the correct team internally, we encourage you to raise your complaint by emailing the Astel Ventures and include ‘Complaint’ in your email’s subject line. The contact information is as follows:

Answering your complaint 

We aim to provide you with a final written answer to your complaint within 8 weeks after we received your complaint. If we are unable to answer you within 8 weeks’ time, we will contact you to let you know and explain the reasons for this.