How to make a complaint
Contact us
At Speed Enterprise Limited, we aim to provide the highest level of customer service. However, if you feel you have cause to complain, please contact us so that we can put things right:
- By email: You can email our Complaints Team at contact@speedenterprise.co.uk
- By post: You can write to our Complaints Team at Speed Enterprise Merchant Operations, 198c Uppingham Road, Leicester, England, LE5 0QG
When I file a complaint, what details must I include?
Our goal is to address your concern as soon as we can. To assist us in doing this, kindly provide the following:
- Name of the business
- Complete name of the business agent
- Information about your preferred mode of communication and the ideal time to reach you
- Particulars, such as your account number and sort code (if applicable), so we can find the appropriate product or service that might be related to your complaint.
- Details regarding your grievance
- Anything you would like us to do to address your concern
How will my complaint be handled by Speed Enterprise Limited?
Following receipt of your complaint, we will:
- We formally acknowledge receipt of your complaint and will let you know that we are investigating the issues you raised.
- Give you the name, and contact information of the person handling your case, along with a complaint reference number you can use to get in touch with us if necessary.
When can I expect a response to my complaint?
When Speed Enterprise Limited receives a complaint, it will attempt to address it within two business days. Within two working days, if we are unable to settle the complaint, we will:
- Send you an email with an update and a timeframe for receiving a comprehensive response.
- We will provide a written “final response” to your complaint after we have examined all the information in the complaint (we may get in touch with you to discuss our next course of action or to obtain more facts).
Our goal is to respond to all complaints within 15 working days
If, however, extraordinary circumstances prevent us from providing a definitive response in that time frame, we will do so within 25 business days. We will contact you weekly to provide an update on the progress of our investigation.