Mason Clay operates a complaints procedure to ensure that all complaints are resolved quickly, effectively and fairly and to the satisfaction of the complainant. We take complaints seriously and use the information to improve service delivery.

How do you make a complaint?

You can make a complaint in writing, by fax, by e-mail, by telephone or in person (by appointment only). If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you would prefer a written response, please provide your full postal address.

Written complaints can be sent to:

Mason Clay Limited
33 Throgmorton Street
London
EC2N 2BR

or via e-mail to: info@masonclay.com

We will respond to your complaint within twenty-eight (28) working days from the date we receive it. If it is not possible to give you a full reply during this time, we will contact you to tell you why, what is being done to deal with your complaint, and when you will receive a response.

The response we send will include details of who to contact next if you are not happy with the outcome or if you don't believe the complaint has been dealt with properly. This will be a senior member of Mason Clay staff.

If you are still not satisfied with our second response, you may ask for the matter to be reviewed and investigated by a senior manager who has had no previous involvement with the matter.