Standing by our commitments to deliver a quality service

Complaints Policy - UK

At Pro we are proud of the services we provide globally, but we understand that sometimes things can go wrong. We take all complaints seriously and have a commitment across our business to treat all customers fairly.

Where we have made a mistake, we want to put things right quickly, so we welcome your feedback.

How to complain

You can contact us regarding your complaint in the following ways:

Telephone: You can contact the department you are dealing with and request to make a complaint, our trained staff will collect your details and make sure it gets to the right place.


Letter: Governance, Risk & Compliance, Pro Group, Southgate House, Southgate Street, Gloucester, GL1 1UB

To ensure we can understand your concerns as quickly as possible and enable us to thoroughly investigate your complaint, please include the following information in your communication:

- A brief overview of your issue
- What you would like us to do to resolve the issue
- Your name and address
- A contact telephone number
- Any customer reference number you may have

What happens next?

We will investigate your complaint quickly and thoroughly, keeping you informed of our progress along the way. Once we have concluded our investigations, we will contact you to discuss the outcome and resolve your issues. We then use the outcome to proactively train staff and improve our service where necessary.

We aim to resolve all complaints to the highest standard, however, should you still have concerns you may be entitled to escalate your complaint further. This information will be included in all correspondence from us regarding your complaint.

This Complaints Policy was last updated on 30th June 2022.