We are committed to providing a high-quality service to all of our customers. However, if you believe that things have gone wrong, please send us your complaints and comments. We take these very seriously.

We are accredited to the British Standards Institute’s BS EN ISO 9001:2015 and ISO10002:2018. This means we must follow a strict process when dealing with complaints. We have put together the following guidelines to help you. For more information, download our complaints policy.


How to make your complaint

In the first instance, if you are unhappy about any part of the service being provided to you by Facilitiesline you should contact our Client Services Team who will be happy to assist you with your query. Please contact our Client Services Team:

  • By phone on 0330 818 3702
  • By email to providing your registration number and as much detail about your concerns as possible, along with the way in which you would like us to reply (call back or email)

In most cases, our Client Services Team will be able to help you resolve your query. However, if you are dissatisfied with the outcome, or feel that your complaint needs to be dealt with in a more formal capacity please contact us:

  • By email to with ‘formal complaint’ in the subject field or
  • By letter to Facilitiesline, PO BOX 6441, Basingstoke, Hampshire, RG21 7FN

Whichever method of contact you use, please clearly state your registration number, full details of your complaint, what you would like us to do to resolve the issue, details of any action you have already taken to try and resolve the issue and the method by which you would like us to respond (whether you would prefer a callback or email).

What happens next?

We will acknowledge receipt of your complaint and call you to discuss your concerns within one working day. We will investigate the issue and provide a full written response within 15 working days of receiving your complaint. If this is not possible, we will explain why and give you a date by which you can expect a full reply.

If you’re not satisfied with our reply

If you’re not satisfied with the reply to your complaint, you can request a review of the complaint. Please email or write to us and state why you disagree with the response and how you would like the complaint to be resolved.

If you’re still not satisfied

If you’re still not satisfied, you can request a further review by emailing or writing to our Managing Director at the address below.

Users’ views

One of the ways in which we can continue to improve our services is by listening and responding to your views.

We would also welcome any comments or suggestions you have on our complaints procedure, to make sure it works as efficiently and effectively as possible.

How to contact us

PO BOX 6441
RG21 7FN


Please note: We cannot be held responsible for the working practices of any of our members. If you have concerns about a company, please contact the Citizens Advice Consumer Advice line, who will pass your complaints to the appropriate local authority trading standards service.

To report a complaint, call the helpline on 03444 111 444 or visit