CTS Ventures Limited is committed to providing high quality products and services to all of our existing and prospective clients. As such we take complaints very seriously. When things do go wrong, we want to hear about it.

Due to the importance of this feedback we are determined to make it easy to raise any concerns that you have with us. This policy will outline how you can raise a complaint with us and what you can expect from us when you do.

CTS Ventures Limited understands complaints to be an expression of dissatisfaction requiring a response

Complaints can be raised verbally, via email or in writing

All complaints will receive an acknowledgment via email. This will confirm the nature of the complaint, detail the actions we intend to take and provide a timeline for the next steps.

All complaints will be treated in a confidential manner.

All complaints will be dealt with fairly and on its individual merits

All complaints received by CTS Ventures Limited are logged and reviewed on a timely basis following the CTS Ventures Limited complaints internal escalation process.

CTS Ventures Limited staff aim to provide a high level of customer care and will respond to an issue using the defined process as soon as it is raised.

Issues that are resolved at point of call, will still be logged and reported as complaints through this process.

If a member of our team is unable to resolve an issue for the client, or the matter is of a serious nature, a formal complaint ticket will be raised for the client.

Complaints of this nature should be submitted in writing to complaints@benofoods.co.uk or to the address below:

Complaints Team CTS Ventures Limited,

House of Judah

20 Aran Court,

Oakridge Park.

Milton Keynes.

MK14 6FB.

The Complaint

Written complaints should provide details of the issue and what outcome you would like to see as a result of the complaint.

The complainant will receive acknowledgement of receipt by email, with a case reference number.

You can expect acknowledgement of your complaint within 1 working day of receipt.

During the investigation, we may want to discuss the matter with you. Calls will be arranged as quickly as possible and at a time convenient for you.

You can expect a written response and details of any follow-on actions by email within 8 working days.

If you are dissatisfied with the resolution to your complaint you can write to the Executive Complaints Lead, detailing your issue within 10 working days.

The details for escalating your complaint will be included in the response from the Complaints Team

The Executive Complaints Lead will acknowledge the escalated complaint within 1 working day of receipt.

You can expect a written response from our Executive Complaints Lead within 8 working days.

If there has been no response after 5 working days of the final resolution being sent to the complainant, the complaint will be closed.