At Rygor Group, we always do our best to resolve issues as quickly as possible. If you are unsatisfied with an aspect of the service you have received from us, please follow the following process:

STEP 1: TELL US WHAT IS WRONG

You can speak to a member of our on-site team at your local branch, email us at info@rygor.co.uk or write to us c/o People Team, Rygor Group, West Wilts Trading Estate, Westbury, Wilts. BA13 4JX.

STEP 2: MANAGER CONTACT

Your complaint will be handled by the appropriate manager, who will acknowledge and investigate your complaint and communicate findings within five working days. Your complaint will be logged in our system.

STEP 3: RESOLVED

We will record your complaint as resolved note any actions taken.

STEP 3: UNRESOLVED AT STEP 2 (FIRST CONTACT)

If we are unable to resolve the issue, we will pass your complaint to the relevant Group manager, who will respond within three working days.

STEP 4: UNRESOLVED AT STEP 3

If your issue remains unresolved, we will pass your complaint to the relevant Head of Department, who will acknowledge your complaint within 48 hours and investigate further. We will communicate our findings to you within five working days.

STEP 4: RESOLVED

We will record your complaint as resolved note any actions taken.

STEP 5: UNRESOLVED BY SENIOR MANAGEMENT AT STEP 4

Your complaint will be escalated to a director, and you will receive a response within five working days.

STEP 5: RESOLVED

We will record your complaint as resolved note any actions taken.

UNRESOLVED/APPEAL

We will update our complaints log and you have the right to appeal through external means if you wish.