Complaints Procedure

At TEQ Group we strive to give our customers an exceptional service, however we understand that occasionally things can go wrong. We are committed to resolving these issues as quickly and efficiently as possible.

Initial Complaint: If you wish to make a complaint to TEQ Group you can contact us as follows:

By writing to:

TEQ Group
3 Sceptre House,
Hornbeam Square North
Hornbeam Park

By telephone on: 01423 815299, between the hours of 09.00 am and 17.00pm, Monday to Friday.

By email to:

You will initially be issued with a Case Number which you should quote in any further correspondence.

We will endeavour to deal with your complaint immediately. However, if we are unable to do so, we will write to you within five days and inform you who is dealing with the issue and when you can expect a response.

In some cases, our investigations may take some time to conclude but we will keep you informed. We will contact you as soon as our investigations are complete or, if we have been unable to resolve the issue within 2 weeks of receipt of your complaint, we will write to you to let you know.

If we are still unable to resolve the issue within 8 weeks we will write to you again to either:

  • Advise you when we expect to be able to conclude our investigation
  • You will receive a ‘final response’ upon the conclusion of our investigation. This will advise you whether we have upheld or rejected your complaint, in whole or part. If appropriate we may make an offer of redress.
  • Advise you of other means through which you might have your complaint considered.

If we believe that your complaint is the responsibility of a supplier we will pass your correspondence on to them and inform you of this in writing. The supplier will assume responsibility for the complaint and we will provide you with the suppliers contact details. All complaints are kept confidential.

If you have any questions about our complaints procedure or wish to discuss anything further, please don’t hesitate to get in contact with us and we will be more than happy to help.

Address: 3 Sceptre House, Hornbeam Park, Harrogate, North Yorkshire HG2 8PB Telephone: 01423 815299
TEQ Group is a trading name of Davrae Ltd, Registered in England: 08003906