Complaints

JBC Hospitality Ltd – Complaints Procedure

At JBC Hospitality Ltd, we strive to deliver the highest standard of service throughout the duration of our contract with you. However, we understand that on occasion things may not go as planned. If you are dissatisfied for any reason, we welcome your feedback and aim to resolve any issues promptly and fairly.

We treat all complaints with courtesy and respect and view them as opportunities to learn and improve. Our complaints service is impartial and free for customers to use.

Step 1 – Submitting Your Complaint

A complaint is any expression of dissatisfaction regarding the service received from JBC Hospitality Ltd.

You may submit a complaint in any of the following ways:

  • Telephone: 0741 309 4082
  • Email: complaint@jbchospitality.co.uk
  • Post: JBC Hospitality Ltd, 20 Kingsley Avenue, Hounslow, England, TW3 4AQ

When submitting a complaint, please provide as much detail as possible, including:

  • A clear description of the issue
  • Any relevant dates and documentation
  • The outcome you are seeking

All complaints will be recorded and assigned a unique reference number for future correspondence.

Step 2 – Acknowledgement

We will acknowledge receipt of your complaint within five business days, either in writing or via email. The acknowledgment will include the name and contact details of the person handling your complaint.

Wherever possible, the complaint will be handled by someone who was not directly involved in the matter, and who has the authority to resolve the issue.

Step 3 – Investigation and Initial Response

Within two weeks of receiving your complaint, we will provide either:

  1. A final response that addresses your concerns, or
  2. A holding response, explaining why a resolution is not yet available and when you can expect further contact.

If we do not receive a response from you within 7 days of issuing our final response, we will assume you are satisfied with the outcome and will close the complaint.

Step 4 – Further Review

If you are not satisfied with our final response, you may request a further review. While we are happy to consider any additional information, please note that in the absence of new evidence or clear flaws in our findings, it is unlikely the outcome will change.

Step 5 – Final Resolution

We will issue a final written response no later than eight weeks from the date your complaint was first received.

Step 6 – Alternative Dispute Resolution (ADR) If you remain dissatisfied after our final response, or if eight weeks have passed without a resolution, you may escalate your complaint to the Dispute Resolution Ombudsman. This is an impartial and free service for consumers.

You can find more information and submit your complaint via their website:

Please note: JBC Hospitality Ltd is not responsible for the content on external websites.