Your feedback is important to us. If you are dissatisfied and wish to make a complaint about any STV service, contact our Enquiries Team at firstname.lastname@example.org, stating “Formal Complaint” in your message and we will aim to resolve your complaint as quickly as possible following our internal complaints procedure as follows:
- Acknowledgement – We will acknowledge receipt of your complaint withing 5 working days.
- Initial response: Your complaint will be sent to the relevant department, and we will send you a response to resolve your complaint within 10 working days from the date of our first acknowledgement. Alternatively, if the matter is complex or our investigations are taking longer than expected, we will reach out to you within 10 working days and send you an update to let you know when we expect to be able to provide our response to you.
- Final response: If we are unable to resolve the complaint and you remain dissatisfied, we will conduct a further review and issue a Final Response to conclude our internal complaints procedure.