Complaints Procedure

StremarControl Ltd is committed to providing a high standard of service to every client. We recognise that there may be occasions when our service does not meet expectations. This complaints procedure sets out how you can raise a complaint, what you can expect from us, and how we will work to resolve the matter fairly and promptly.

1. Our Commitment

We take all complaints seriously. Every complaint is treated as an opportunity to learn and to improve our services. We are committed to:

  • Handling all complaints fairly, consistently, and without prejudice.
  • Investigating complaints thoroughly and objectively.
  • Responding within the timescales set out in this procedure.
  • Taking appropriate corrective action where we have fallen short of our standards.
  • Treating all complaint information as confidential.

2. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us as soon as possible so that we can address your concerns. You can make a complaint through any of the following channels:

  • Email: contact@stremarcontrol.com (please include "Complaint" in the subject line).
  • Phone: +47 455 86 545
  • Post: StremarControl Ltd, 5 Brayford Square, London, England, E1 0SG

When making a complaint, it is helpful if you can provide the following information:

  • Your name and contact details.
  • The name of your organisation (if applicable).
  • A description of the issue, including relevant dates and details of any interactions.
  • Details of any individuals you have been in contact with regarding the matter.
  • The outcome you are seeking.

3. What Happens Next

Upon receipt of your complaint, we will:

  • Send you a written acknowledgement within two (2) business days confirming that we have received your complaint.
  • Assign a named individual who will be your point of contact throughout the process.
  • Provide you with a reference number for your complaint for future correspondence.

4. Investigation

We aim to investigate all complaints thoroughly and conclude our investigation within ten (10) business days of acknowledgement. The investigation will include:

  • A review of the relevant facts, correspondence, and records related to your complaint.
  • Consultation with any staff or contractors involved in the matter.
  • An assessment of whether our processes, policies, or service standards were followed.

If the investigation requires more than ten business days to complete, we will notify you of the delay, explain the reason, and provide an estimated date for our response.

5. Resolution

Upon completion of the investigation, we will provide you with a written response setting out:

  • A summary of our findings.
  • Whether we uphold, partially uphold, or do not uphold your complaint.
  • The reasons for our decision.
  • Any corrective actions we have taken or intend to take.
  • Any remedial measures offered, where appropriate.

6. Escalation

If you are not satisfied with the outcome of our investigation, you may escalate your complaint to the Managing Director of StremarControl Ltd. To escalate, please reply to our resolution letter or email contact@stremarcontrol.com stating that you wish to escalate, along with the reasons for your dissatisfaction.

The Managing Director will review the original complaint, the investigation findings, and your reasons for escalation. You will receive a final written response within ten (10) business days of the escalation request. This response represents StremarControl Ltd's final position on the matter.

7. External Escalation

If you remain dissatisfied after exhausting our internal complaints procedure, you may have the right to refer your complaint to an external body:

  • Data protection complaints: If your complaint relates to how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO). You can contact the ICO at ico.org.uk or by calling their helpline on 0303 123 1113.
  • Other regulatory bodies: Depending on the nature of your complaint, other regulatory or professional bodies may be able to assist. We will provide guidance on relevant external escalation routes where applicable.

We encourage you to contact us first so that we have the opportunity to resolve your concerns directly. However, your right to contact external bodies is not affected by this procedure, and you may do so at any time.

Last updated: March 2026. StremarControl Ltd, Company No. 17022761.