Queries and Complaints
At Elan we are committed to providing a high
level of service to all our customers and we want you to be
entirely satisfied.
If you have any queries or if you are unhappy
with any part of the service we provide we want you to tell us
about it, this gives us the opportunity to help you, put matters
right and improve for the future.
We will answer all your queries and fully
investigate complaints to find resolution to any problems you are
having as quickly as possible and where necessary take steps to
prevent recurrence.
Please read the following and contact the
relevant person:
General Queries about Elan
If you have any general queries about Elan, or
the services we offer please contact our Customer Services team who
will be pleased to assist.
Accounts Specific Queries
If you have a query relating to Elan's Accounts
Department please contact them directly.
Please phone the Accounts Customer Services
team on +44 (0) 207 83 01
600.
Issues and Problems
If you are a current customer and have an issue
or a problem regarding Elan please contact your present Elan
Consultant who will be able to deal with the matter promptly. If
you wish to contact the Quality & Complaints Department
directly please see the options below.
Complaints
In the unlikely event that the matter has not
been resolved through the options above, or if you are still
unhappy with the service provided by Elan, please contact our
Quality & Complaints Department to file a complaint.
How to Complain
- Option 1.
Please complete the form below, your complaint will be sent
directly to Elan's Quality & Complaints Department who will
promptly deal with your issues.
A member of the Quality & Complaints Department will contact
you the same day or if a complaint is submitted after 5pm the
following day. At that point you will be advised of the complaints
process and we will issue you with a unique reference number, which
you can use to track the progress of your complaint.
- Option 2.
Alternatively you can phone the Quality & Complaints
Department directly on +44 (0) 207 83 01
678
Complaints Process
- You send us your complaint
- We contact you the same day to give you your reference
number
- We will investigate your complaint
- We will have a resolution for your complaint within 36 hours or
sooner. If the complaint requires a more in-depth investigation and
cannot be cleared within the 36 hours we will contact you to notify
of this and discuss resolution timescales.
Complaints Form
If you wish to send us a complaint please complete use our
Complaints Form.
Complaints Form
Please note that an asterisk* denotes that
the question is mandatory and must be completed.
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