Introduction Ltd is committed to providing a quality service to our customers. If you do not receive satisfaction from us we would like you to tell us about it. All complaints are taken seriously and all feedback is extremely valuable to us as it provides us with an opportunity to improve our standards where our service has fallen short of expectations.

We aim to acknowledge, investigate and resolve complaints within 20 working days of receipt.

Our Commitment

  1. We will investigate your complaint promptly, fairly, confidentially and within agreed Timeframes. 
  2. We will respond honestly, openly and constructively.
  3. We will learn from your feedback and utilise the outcomes to improve our service.


Complaints can be made by letter, email, telephone or through the website at:

  1. Ltd, Unit 8, Atlantic Trading Estate, Atlantic Point, Barry CF63 3AA
  3. 01446 724130
  4. Complaints Form

If you have been unable to resolve your issue through initial contact with the relevant Manager, and wish to escalate the matter, please contact Andy Ismail, Director, at the following address: Ltd, Unit 8, Atlantic Trading Estate, Atlantic Point, Barry CF63 3AA or

  1. You will receive an acknowledgement within 5 working days and your complaint will be logged in our central register.
  2. We will then begin an investigation which is likely to include a review of relevant records to ascertain the sequence of events and taking written statements from all parties involved in the matter. You may be contacted for a more in-depth discussion of points raised.
  3. We will then consider all the facts, agree on proposed remedial action(s) and formulate our response to you, which will include actions already taken, facts ascertained, and proposed actions to bring about a satisfactory resolution with relevant timeframes. Over 99% of our complaints are resolved in this way.
  4. Should you not be satisfied with our response, we will escalate your complaint to our Managing Director for consideration, who will respond within 5 working days of receipt. This decision is final.
  5. Should you still not be satisfied with the outcome, you may contact the BVRLA, the industry trade association of which we are a member, by writing to the Senior Compliance Officer, BVRLA, Badminton Court, Church St, Amersham, HP7 0DD. You may also contact the Financial Ombudsman Service at