What will happen next?

1. We will send you a letter or email acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to our Head of Customer Service who will review your complaint file and speak to the member of staff who acted for you.

3. The Head of Customer Service will then contact you by telephone to discuss and hopefully resolve your complaint. They will do this within 14 days of sending you the acknowledgement.

4. Within five working days of the call, we will write to you to confirm what took place and any solutions that were agreed with you.

5. Artemis will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 days of sending you the acknowledgement.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our managing director to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.

If we have to change any of the timescales above, we will let you know and explain why. If we have not been able to resolve your complaint to your satisfaction, you have the right to raise your complaint with OFCOM. Below is a link to where you can obtain further information on how to do this:

http://www.ofcom.org.uk/about/policies-and-guidelines/complaints-about-ofcom