Making a complaint

Our complaints process

At Marmalade, our aim is to always exceed your expectations and to get things right, on time, every time. We also recognise that sometimes mistakes can happen and we get things wrong. Telling us you are unhappy is our opportunity to put things right and to learn from our mistakes so we can improve the products and services we offer in the future.

We will always aim to:
• Acknowledge your complaint promptly
• Resolve your complaint at the earliest opportunity
• Communicate our decisions clearly and fairly and let you know what you can do if you are still unhappy
• Learn from our mistakes to improve our services and products we offer

You can make your complaint by:
• Starting a Live Chat - we’re online 9am - 5.30pm Monday to Friday, and 9am-2pm on Saturdays.
• Writing to us at: Complaints, Marmalade, Complaints Department, Nile Street, Burslem, Stoke-On-Trent ST6 2BA
• Completing our online feedback form.

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