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Customer service and care, patron protec
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Customer Complaints Procedure

The Underground Garage Ltd is committed to providing service on the highest standard. However, we understand that sometimes things can go wrong. Therefore if you are dissatisfied form the service provided, we’ll do our best to help resolve the situation as quickly as possible.

Our staff are provided with guidance about how to deal with complaints with consistency and compliance with the procedure.


At The Underground Garage Ltd., we investigate all complaints carefully and competently. In some cases, we will need to obtain additional information if necessary. You can be assured that every claim will be assessed fairly, clearly and promptly. We will take into account all relevant factors to provide a reasonable outcome for you.

Step 1: Discussion with The Underground Garage Customer Service Representative.

If you have a concern with the service provided at The Underground Garage Ltd, please in the first instance, raise any complaint or expression of dissatisfaction with the person you have been dealing with.

Step 2: Contact Head of the Business

If you remain unhappy with the response received, please contact us by your preferred method from the list below.


Write to us at:

Head of the Business

The Underground Garage Ltd.

Greenbank Crescent


AB12 3BG



Email us at:



What you will need to provide:

To help us investigate and sort out your complaint as quickly as possible, please provide us with the information below:


  • your name and address;

  • contact details;

  • a clear description of your claim;

  • details of what you would like us to do to sort out the issue and

  • if appropriate, please provide us with copies of any relevant supporting documentation.



Our commitment to you.

We’ll carefully investigate your complaint and offer a fair response that will take into account all the information available to us.


We will do our best to try to sort out your complaint as quickly as possible. If your claim can be solved by close of the third business day of the receipt of your complaint, we will send you a Resolution Letter. If your complaint cannot be resolved by the end of the third business day, we will:


  • within 10 working days, we will provide you with written confirmation of receiving your complaint together with the name and status of the person handling the matter and how to contact him/her, 

  • we will keep you updated on the progress of your claim, and

  • within eight weeks of the receipt of your complaint, we will either: write to you and provide you with our final response and the reasons for this response, or explain why we are not in a position to grand you a conclusive answer and let you know when we will to be able to provide it.


In some cases, we’ll need to contact our Customer Service Team to obtain more information. 



We might not always be able to provide the answer you are looking for, but you can be sure that we will offer a clear explanation for our decision.

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