Customer Service Standards
These are the response targets we work to, and what we'll do if we can't meet them. They apply to every customer, on every service.
First reply to new enquiries received by email or the contact form.
First response to page or account support requests from existing customers.
Written acknowledgement that we have received your complaint. Full response target: 10 working days.
What you can expect from us
Plain English
We explain what we're doing, what it costs and what you need to do, without jargon.
A named person
You deal with the same person throughout. If we're away, the out-of-office says when we're back.
Records
Enquiries, support requests, complaints and abuse reports are logged with the date received and the date answered.
If we miss a target
We'll tell you why and give you a revised date. If you're unhappy with that, you can use the complaints procedure.
What we ask of you
Keep your contact details up to date, and tell us promptly if anything changes — we can only reach you at the address we hold.
Version 1.1 • Effective 12 August 2026 • Last updated 9 September 2026 • Questions: contact@flvr.uk