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Complaints Procedure

Albanwise Synergy Limited is committed to providing all of its customers with a high
standard of service. We will do our best to ensure that any complaint is dealt with in a fair and
reasonable manner.

Step 1: for us to deal with your complaint efficiently, we ask that you set out your
complaint in full and send it to us, together with any supporting evidence, either:
by post to:

Albanwise Synergy Limited
Building 4 Imperial Place
Elstree Way
Borehamwood
WD6 1JN

or by email to: ev@albanwise.co.uk

We will acknowledge receipt of your complaint within 5 working days and provide a full
response within 15 working days. If this will not be possible for any reason, we will let
you know and confirm when we expect to be able to provide you with a response. We
may also ask you for further clarification of your complaint.

Step 2: If, following our response, the matter is still not resolved to your satisfaction you may
escalate your complaint by writing to the Chief Executive of our company at the following address:

Chief Executive Officer
Albanwise Synergy Limited
Building 4 Imperial Place
Elstree Way
Borehamwood
WD6 1JN

You should ensure that you provide:
• full details of your complaint;
• confirmation of how you would like to resolve the matter; and
• any copy correspondence required for the Chief Executive to investigate
your complaint fully.

The Chief Executive will investigate the issue(s) you have raised. This may involve
the Chief Executive entering into additional correspondence with you if further
information is required. The Chief Executive will aim to write to you within 15
working days to confirm our full assessment plus actions to be taken
by the company where they are deemed appropriate in response to your complaint,
together with reasons in writing. If this timescale will not be possible we will update you within this
timeframe.

The Chief Executive’s decision is final and there is no further right of appeal. This will be made clear in our final letter.

Please note that all correspondence will be processed, stored and retained in accordance with the
General Data Protection Regulation.