Complaints Handling Scheme

How to Complain

We take complaints of any nature very seriously here at The Tax Repayment Agency Ltd.  We strive to achieve an excellent customer satisfaction level so you won’t ever have the need to complain.  However, we appreciate that this may not always be the case; sometimes things can, and do, go wrong.  We will strive to minimise these occasions.

If you have any complaints during the process, this is how you can contact us:

  • Write to Us

The Tax Repayment Agency Ltd
St James House
14 Moody Street
Congleton
Cheshire
CW12 4AP

  • Email Us

help@taxrebate.co.uk

So What Happens Next?

If we receive a complaint we will always try to resolve the issue within eight weeks.  However, on some occasions we will be able to resolve any issues sooner.  So we will acknowledge your complaint within 5 working days and let you know when you can expect a full and final response. 

If you are not happy with our response we would ask that you contact us to explain why.  If we don’t hear from you within 14 days of us issuing a final response we will close the file.