Complaints procedure.

At Providence AI Ltd, we strive to maintain a high level of service for all our customers. We understand the importance of addressing and resolving complaints promptly and fairly, according to our established internal complaints procedure.

Handling Complaints

• Initial Submission: Please submit your complaint in writing to the relevant Branch Partner or Department Head at the specific branch or department concerned.

• Acknowledgment: We will acknowledge your complaint within 3 working days of receipt.

• Investigation and Response: We commit to thoroughly investigating your complaint and providing a detailed written response within 10 working days of our acknowledgment. If there is a delay, we will inform you of the reasons and provide an estimated response time.

• Escalation: If you are not satisfied with our initial response, please inform us within 10 working days of receiving it. At this stage, the complaint will be escalated to our Head Office and reviewed by the Branch Manager and Group HR & Operations Director. A final response will be issued within 8 weeks from the date of your formal written complaint.

External Resolution

• If we are unable to resolve your complaint to your satisfaction within 8 weeks, you have the option to refer the matter to The Property Redress Scheme (PRS), the consumer redress scheme we subscribe to. It is important to do this within 6 months of receiving our final response.

Contact Details for Complaints

• Email: hello@providenceai.co.uk

• Phone: 01256 577085

• Address: 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE

We take all feedback seriously and believe in providing a fair and respectful service to all our clients. We encourage you to reach out with any concerns, and we are committed to resolving them in accordance with our complaints procedure.