Document Solutions Company Complaints Policy

Document Solutions UK Ltd are committed to providing the best customer service and we do accept that things can go wrong on occasion but want to ensure we continuously listen to our customers and respond promptly and appropriately.

Whilst we sometimes do not provide all parts of our service ourselves, we do take responsibility for the service delivered to you and will liaise with our suppliers to ensure that any problems with their service are resolved as quickly as possible.

How to Make a Complaint

If you have a complaint or an issue, then please contact either your account manager or our service team who will take the details of your issues and attempt to resolve your issue as promptly as possible.

Should you wish to log a formal complaint please do this by one of the following methods:

By email:

By Letter: Complaints, Document Solutions UK Ltd, Unit 3 Gosforth Ind Estate, Gosforth, Newcastle upon Tyne, NE3 1XD.

If you can provide as much information as possible to help us understand more about the complaint and what you feel we can do to resolve the matter fairly.

We will acknowledge receipt and provide you with a contact point for checking the progress of your complaint. We will try to resolve your complaint as quickly and efficiently as possible and aim to resolve these within 10 working days, however, depending on the nature of the complaint this is not always possible.

If you are not happy with the progress of the complaint or resolution; then you can request, at any time, this is escalated to a company director who will look at any issues our service team have been unable to resolve to your satisfaction. If we feel we cannot resolve your issues we will inform you in writing.

Telecoms Dispute Resolution

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from The Ombudsman’s Service.

The Ombudsman Service is there to resolve issues between communication providers, their consumer and small business customers. It is free to use their services, and they are totally independent – so they do not take sides. If you agree with their decision, then we will have to act on what they say. You do not have to accept their decision.

Ombudsman Service contact details: Address: PO Box 730, Warrington, WA4 6WU Phone: 0330 440 1614 Fax: 0330 440 1615 Text phone: 0330 440 1615 Email: Website:

Useful addresses Ofcom Address:
Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA.
Tel: 020 7981 3040 or 0300 123 3333

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us. You can find useful resources on their website