Complaints
Complaints procedure
If something has gone wrong, tell us. Most things are quick to put right. If they're not, here's exactly what happens and when.
- Step 1 Contact us Email contact@flvr.uk, use the form below.
- Step 2 Acknowledgement We confirm in writing that we've received your complaint within 2 working days.
- Step 3 Investigation We review what happened, check our records and ask you for anything else we need.
- Step 4 Response You get our findings in writing, with what we'll do about it, within 10 working days.
- Step 5 Escalation If you're still unhappy, ask us to review the outcome. If a further escalation route applies to the service in question, we will tell you what it is and how to use it.
What to tell us
- Your name and the best way to reach you
- The service or invoice involved
- What happened, and when
- What you'd like us to do to put it right
How we record complaints
Every complaint is logged with the date received, the person handling it, the outcome and the date closed, so we can see patterns and fix causes rather than symptoms.
Version 1.0 • Effective 12 August 2026 • Last updated 12 August 2026
Complaint recorded
Thank you. Your complaint has been logged and sent to contact@flvr.uk. You'll receive a written acknowledgement with a reference number within 2 working days, and a full response within 10 working days.