How to make a complaint

We always try to ensure that our service is up to your expectations, but if it isn’t then please let us know. We want to work with you to understand what’s happened and put it right.

If you wish to make a formal complaint you can do this in one of two ways:

Email us at: (note, urgent issues should not be sent to this address)

Write to us at:

Assured Screening Complaints
Honeyman Group Limited
Harmire Enterprise Park
Harmire Road
Barnard Castle
County Durham
DL12 8BN

What to include in your email or letter.
You’ll need to tell us your name, address and order details. We’ll also need to know what’s gone wrong, when it happened and what outcome you are looking for. If you’re happy for us to contact you by telephone, please include a daytime contact number.

What happens next?
We’re committed to resolving complaints and helping to ensure that our customers are satisfied. Therefore, we’ll make every effort to resolve your complaint within 7 working days of it being received, in exceptional circumstances it may take up to 14 working days. We’ll keep you informed of progress throughout where appropriate or necessary.

Depending on how long it takes to resolve your complaint, you’ll receive one of the following communications from us:

Summary Holding Response
You’ll receive this if we think that your complaint is likely to take more than 7 working days to resolve. It will summarise which areas we are looking at and also may be used to request further information from you.

Final Response
Once we’ve fully investigated your complaint, we will provide you with a response that will include a resolution or clarification to the best of our ability. In most cases this will be our final response.

This letter/response will outline:

  • details of our investigation
  • our decision
  • if applicable, next steps

Should you disagree with the outcome of our investigation or you’re unhappy with our decision and wish to take your complaint further you can ask Citizens Advice to provide you with details of Ombudsmen Services that are relevant to the service or issue that you are complaining about. This is a free, independent service which can help to resolve complaints.