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Complaints Procedure

Whilst we aim to maintain a high standard of customer service we appreciate that we may fall short of your expectations. If we do, we want to put them right for you as quickly as we can.


Complaints can be sent directly to This is the quickest way to raise a complaint.

What we'll do and when

Our aim is to resolve any problem as quickly as possible, preferably during a phone call or email exchange with you.

We'll try to resolve your complaint immediately, but whatever happens, we'll keep you regularly updated.

If our complaint team are unable to resolve your complaint, you can ask for it to be escalated.

Initial Complaint
Acknowledgement of receipt within 2 working days.

Initial Response
Head of Department to respond within 3 working days.

Internal Complaint Review Meeting
Within 4 working days of receipt of complaint.

Solution / corrective action letter
Sent to complainant within 3 working days after meeting.

If you are unsatisfied with our solution / corrective action you can request that the complaint be escalated. This request must be received within 1 week of Warp's solution.

Final review / response
Within 3 working days of escalation request.