Complaints & Your Rights · 4 min
How to Make a Complaint
If we've got something wrong, we want to know — and we want to fix it. Here's exactly how our complaints process works.
How to complain
Use our Complaints page, raise a ticket from your account, email hello@occta.co.uk or call 0800 260 6626. You can also write to OCCTA LIMITED, 22 Pavilion View, Huddersfield, HD3 3WU.
What we'll do
Under our Complaints Code we will:
- Acknowledge your complaint within 2 working days.
- Investigate and aim to resolve it within 10 working days.
- Keep you updated and explain our outcome in writing.
- Escalate to senior review if you're not satisfied.
Going to ADR
If your complaint isn't resolved within 6 weeks, or we issue a deadlock letter sooner, you can refer it free of charge to our independent Alternative Dispute Resolution (ADR) scheme. We'll give you the scheme's details in writing.
Help with complaining
If you'd like someone to complain for you — a relative, carer or advice service — that's fine with your consent.
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