Complaints Policy

Tracks-Direct views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To deal with any complaint in a swift and professional manor.
  • To make sure everyone at the company knows what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To enter the information regarding the complaint onto our Error/Complaints system so that all problems can be reviewed and the information can be used to help us to improve what we do.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our company.

Where Complaints May Come From

Complaints may arise from any person or organisation that has a legitimate interest in dealing with Tracks-Direct. The complaint can be received verbally, by phone, by e-mail or in writing. This policy does not cover complaints from staff that should use the Discipline and grievance policies.


All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.


Overall responsibility for this policy and its implementation lies with the Directors.


This policy is reviewed regularly and updated as required.

Adopted on:  1st April 2016
Last reviewed: 1st April 2016

Publicised Contact Details for Complaints

Written complaints may be sent to:
Unit 6, High Wycombe Business Park
Genoa Way
High Wycombe
HP11 1NY
or by e-mail at:
Verbal complaints may be made by phone to:
01494 460198
or in person to any of Tracks-Direct’s staff at:
Unit 6, High Wycombe Business Park
Genoa Way
High Wycombe
HP11 1NY

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainant's name, address and telephone number
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take

Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

For further guidelines about handling verbal complaints, see Appendix 1.

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be entered onto the Customer Complaints system as a note to the customer’s account and passed to Kris Theophanous, Director within twenty four hours.

On receiving the complaint and If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. 

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within twenty four hours. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.   A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within one week.   If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can then refer their complaint to RetailADR.

Complaints can be filed online at:
Postal address & registered Head Office:
12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 5TW
Main phone:
020 3540 8063

Variation of the Complaints Procedure

The Directors may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Director should not also have the Director as the person leading a Stage One review.

Monitoring and Learning from Complaints

Complaints are reviewed bi-annually to identify any trends which may indicate a need to take further action.

Appendix 1 - Practical Guidance for Handling Verbal Complaints

  • Remain calm and respectful throughout the conversation
  • Listen - allow the person to talk about the complaint in their own words
  • Sometimes a person just wants to "let off steam"
  • Don't debate the facts in the first instance, especially if the person is angry
  • Show an interest in what is being said
  • Obtain details about the complaint before any personal details
  • Ask for clarification wherever necessary
  • Show that you have understood the complaint by reflecting back what you have noted down
  • Acknowledge the person's feelings (even if you feel that they are being unreasonable) - you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation e.g. "I understand that this situation is frustrating for you"
  • If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise
  • Ask the person what they would like done to resolve the issue
  • Be clear about what you can do, how long it will take and what it will involve
  • Don’t promise things you can’t deliver
  • Give clear and valid reasons why requests cannot be met
  • Make sure that the person understands what they have been told
  • Wherever appropriate, inform the person about the available avenues of review

Please wait...