1. What you can complain about
- A question you think is unfair, unclear or leading.
- A result you think is wrong.
- How your personal information has been handled.
- Accessibility problems.
- The way you have been treated by anyone working for Bilcor Group.
2. How to complain
Email hello@bilcor-group.com with "Complaint" in the subject line. Please tell us which platform or page it is about, what happened and what you would like us to do. If you need help making a complaint, or need it in another format, just ask.
3. What happens next
- We will confirm we have received your complaint within 5 working days.
- We will look into it fairly and send you a full reply within 20 working days. If we need longer, we will tell you why and when to expect it.
- If we got something wrong, we will say so, put it right and explain what we have changed.
4. If you are not happy with our reply
Reply to our response within 20 working days and ask for a review. Your complaint will be looked at again in full, by someone who was not involved in the first reply wherever possible, and we will send you our final answer within 20 working days.
5. Complaints about personal information
You can complain to us about how we have handled your personal information using the steps above. We will confirm we have received it within 5 working days, well within the 30 days the law allows, and tell you what we have done about it. If you are still not happy, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
6. How we use complaints
We keep a record of complaints for two years so we can spot patterns and improve. We will only use the details you give us to deal with your complaint.