Complaints Policy

Dear Customer,

At More4Business, we are committed to providing an exceptionally high level of service at all times. However, if you feel we have fallen short in any way, we genuinely want to hear from you. Your feedback is invaluable and helps us improve the quality of our services.

We promise that all complaints will be handled objectively, fairly, and within an acceptable timeframe, ensuring you receive a clear and timely response. Our aim is to resolve issues as quickly as possible and keep you informed throughout the process.

The following procedure outlines how we handle complaints and details our commitments to you, so you know exactly what to expect when you contact us. Your satisfaction matters to us, and we appreciate the opportunity to put things right.

More4Business is committed to protecting your privacy. We collect only the information necessary to deliver and improve our services, and we handle all data securely and responsibly. Your information is never shared without consent, ensuring full transparency and peace of mind.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

Telephone: 01258 792274

Email: info@prosperprotect.co.uk

By letter to:
Prosper Protect Limited
West Barn, Wimborne Road,
Blandford Forum,
Dorset,
DT11 9HN

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

• Your full name and preferred contact details
• Full details of your complaint
• Copies of relevant emails/paperwork
• What you expect us to do to put things right
• Any other information that you think may be relevant

What we do if we receive a complaint from you

Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Complaint Process

1. Your case reference will be your order/contract number
2. We will give you the name and title of the person handling your complaint
3. We will send you written acknowledgement within 3 business working days of receiving your complaint
4. Make contact to seek clarification on any points where necessary
5. Fully investigate your complaint internally and third parties where relevant
6. Keep you informed and fully updated regarding any progress
7. Discuss with you our findings and our proposed response
8. Our aim will be to send you our final written response within ten working days but no later than eight weeks.

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint and will:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Final Response

This will clearly set our decision and the reasons for it, as well as any action we’ll take to put things right, if appropriate.

Complaints settled within 3 business days

Complaints settled to your satisfaction within 3 business days are recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.
2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have.

Policy Effective Date: 2nd December 2025.