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Complaints

We’re committed to treating everyone who registers with MSDL with respect and courtesy. We will do all we can to make sure you’re satisfied with the support we offer.

We’re here to help

Sometimes, you may feel that we, or one of our services, has let you down. If this is the case, please let us know so we can try to fix things. Rest assured, we’ll make sure your complaint is fully investigated.

Complaining about MSDL Ltd

When you have a complaint about MSDL, your first point of contact should be to contact our main office. You can contact them on 0151 630 1020 or This email address is being protected from spambots. You need JavaScript enabled to view it..

If you’d rather post us your complaint, the address is:

Head of Customer Services, MSDL Ltd, 33 Wirral Business Centre, Dock Road, Birkenhead, Wirral, CH41 1JW.

Our next steps

We’ll acknowledge your complaint within two working days of receiving it. We’ll then look into the issue and aim to respond within 10 working days. If it requires a longer investigation, we’ll get in touch within those 10 working days to let you know when you can expect us to respond.

If we don’t hear from you again within 20 days of our response, we’ll consider the matter resolved. We keep all complaints on file to help us monitor the number and types of complaints we receive and, where needed, we make changes to our systems and services in response to your feedback.

Our commitment to our staff

We’re dedicated to providing our customers with the best service possible, but we’re also committed to providing our staff with a safe and appropriate working environment. Our people have the right to be treated with respect and courtesy. We will not accept instances of verbal, written or physical harassment or abuse of our staff.

If our staff are subjected to unacceptable actions or communications, we reserve the right to restrict or refuse access to our services (e.g. we may ask you to only correspond with us in writing or via a specific contact).