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cap hpi Complaints Process

At cap hpi we define a complaint as: ‘Any expression of dissatisfaction received about the products or services we provide.'

We always strive to provide the best customer service we can. However, we know that from time to time we may get it wrong.

When we do, we need to know, so we can find out why it went wrong, try to make it up to you and prevent it from happening again. If you do want to complain, we want to make it as easy as possible for you.

  • We display this complaints handling process on our website www.cap-hpi.com
  • We provide a variety of channels to log your complaint
  • We write everything clearly to avoid confusion
  • We do everything we can to put things right for you first time

How to make a complaint

If you’re unhappy with any aspect of our products, services or people, there are several ways you can tell us.

Write to us

Complaints Department
cap hpi
Capitol House
Bond Court
Leeds
LS1 5EZ

Please include the following details when contacting us about your complaint:

  • Your name.
  • Your company name (where applicable).
  • Your hpi account number or cap Subscriber ID (this can be found on any of your invoices) if you are a trader.
  • Your hpi check refence number if you are a consumer.
  • Your email address.
  • Your contact number.
  • Details of your complaint including any relevant dates and the names of any cap hpi employees involved (where applicable).

What you can expect from us

We’ll always acknowledge receipt of your complaint.

Once your complaint has been assigned to a complaint handler, we will notify you and provide you with your reference. This will always be within 48 hours.

Once your complaint has been assigned, we aim to resolve it within 5 working days.

If we need to carry out a more thorough investigation, this may take a little longer. However, we will always aim to resolve your complaint within 6 weeks and will keep in contact, so you know what is happening.

Complaints Form

How can we help you?

Please include any relevant dates and the names of any cap hpi employees involved (where applicable)

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