Complaint Policy

Complaint Policy

FR Systems Ltd Unit 11 Evolution
Hooters Hall Road
Newcastle-under-Lyme
ST5 9QF

Tel: 01782 388891

FR Systems Ltd provides online entry services and collects payments on behalf of event organisers. We are committed to handling any complaints fairly, efficiently, and effectively.

How to Make a Complaint

If you have a complaint regarding our services, please contact us using one of the following methods:

  • Email: info@frsystems.co.uk

  • Telephone: 01782 388891

  • Post: Address as listed above

Complaint Handling Process

  1. Acknowledgement – We will acknowledge receipt of your complaint within [X] working days.

  2. Investigation – We will review the details of your complaint and liaise with the relevant parties.

  3. Response – A full response will be provided within [X] working days of acknowledgment. If more time is required, we will keep you informed.

Event Organiser Complaints

As we process payments on behalf of event organisers, complaints related to specific events (e.g., cancellations, refunds, or event management issues) should be directed to the respective event organiser. However, if you believe FR Systems Ltd has not fulfilled its obligations, we will assist in resolving the matter where possible.

Escalation

If you are unsatisfied with our response, you may escalate your complaint by requesting a further review by senior management. If your complaint remains unresolved, you may consider seeking independent advice or contacting relevant regulatory bodies.

For further details, please refer to our full Terms & Conditions.