Making A Complaint
Essex TV is committed to providing you with the highest standard of service. However, if you do have a complaint, we will do everything possible to ensure that it is dealt with quickly and fairly.
Please note that any complaint must be notified to us within six months of the occurrence of the event that caused it.
We do everything in our power to ensure that customer complaints are dealt with quickly and fairly. The quickest way to have your complaint addressed is to follow the procedure detailed below.
How to complain
The easiest way to register a complaint is by emailing us. Depending on the nature of your complaint, please contact us using the details below.
The member of staff receiving your complaint will try to resolve it immediately. If they cannot, or further investigation is required, please follow our Complaint Procedure:
When expressing your complaint it is helpful to include all the relevant details, such as the details of any telephone conversations, emails, people contacted and any other circumstances relating to your concern. This helps us to quickly and more fully understand the nature of your complaint before beginning our investigations.
You can normally expect a further full written response within 20 working days of this acknowledgement. Our aim is to resolve the complaint to your complete satisfaction at this point.
In the unlikely event that your complaint has not been resolved within four weeks of receipt, we will write to you explaining the reasons why and explain what further action we will need to take.
Within eight weeks of receipt we will either issue you with a final response letter detailing the outcome of our investigation and our decision, or a letter confirming when we anticipate our investigation will be concluded.
Kemp House, 152 City Road
If you are not satisfied with our response:
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –
PO Box 6806
Tel: 0300 555 0333