Complaints Procedure Policy
Back to HomeOur transparent complaints handling procedure, investigation timelines, and escalation channels to ensure your concerns are resolved promptly and fairly.
Registered Office & Company Details:
Thomson Directories Limited — Company Registered in England & Wales No. 08597012
14th Floor, 33 Cavendish Square, London, W1G 0PW | Operating HQ: Suite G5, Ferneberga House, Alexandra Road, Farnborough, Hampshire, GU14 6DQ
Our Customer Service Commitment
We are dedicated to delivering high-quality digital marketing services and exceptional products for our customers. Sometimes, you may feel disappointed if our service has not met your expectations. If this is the case, please contact us immediately so we can investigate and put things right for you.
How to Submit a Complaint
We provide multiple direct contact channels depending on the nature of your concern:
Product & Service Quality Concerns
If your complaint relates to your advertising campaign, listing, website build, or the level of service you received, please contact our Customer & Product Support Team:
- Email: info@thomsonlocal.com
- Telephone: 03330 145 045
Domain, Spam or Phishing Abuse
If you wish to make a complaint regarding spam emails, phishing scams, or domain name abuse, please contact our Security Compliance Team:
- Email: nominet@thomsonlocal.com
- Telephone: 03330 145 045
Postal Address & Operating Hours
You can also write directly to our UK headquarters:
Our UK support team is available Monday to Thursday (8:30 AM to 5:00 PM) and Friday (8:30 AM to 1:00 PM).
Next Steps & Resolution Timelines
We follow a clear, structured resolution procedure for all submitted complaints:
- Written Acknowledgment — if you contact us in writing or leave a voicemail, we will acknowledge receipt within 3 working days.
- Thorough Investigation — we will investigate your complaint with an initial target response within 4 weeks. If complex inquiries require more time, we will send an interim update explaining why.
- Final Formal Response — we aim to provide a comprehensive final resolution within 8 weeks of receipt.
- Senior Manager Review — if you remain dissatisfied with our initial response, your case will be escalated to a Senior Manager who will reply within 4 weeks of referral.
Legal Department & Regulatory Escalation
If you have exhausted our internal resolution process and remain dissatisfied with the final response, you have the following rights of escalation:
- Legal Department: Write to Legal Department, thomsonlocal, Suite G5, Ferneberga House, Alexandra Road, Farnborough, Hampshire, GU14 6DQ.
- Advertising Standards Authority (ASA): Contact the UK regulator for advertising standards at www.asa.org.uk.
- Trading Standards: Contact your local Trading Standards office via Citizens Advice consumer service.