Customer Services Commitment
Customer Services and General Enquiries
mad.co.uk is committed to providing the highest level of customer service. We aim to respond to all customer queries in an efficient and timely manner and to the best of our ability. mad.co.uk is also committed to listening to and acting on customer feedback in order to provide the best possible service to all customers.
General enquiries
All general enquiries will be answered within a maximum of 24 hours* by the customer services team. Where a full answer cannot be provided within 24 hours, subscribers will be contacted with an explanation. General enquiries should be sent by email to customerservices@mad.co.uk.
Errors on mad.co.uk
Where we are notified of an error on mad.co.uk by a customer through the feedback facility, or where a comment is entered into the error message page, mad.co.uk will reply within four hours with a progress report so long as this time period fits within the working day.*
Complaints
All complaints should be received in writing and sent to Customer Services in the first instance. These should be sent to Customer Services at customerservices@mad.co.uk. Receipt of the written complaint will be confirmed within 24 hours*. A full written response will be sent to the customer within 5 working days of receipt.
If the customer is unhappy with the reply from Customer Services, they can appeal the decision by writing to the Publisher. His contact details will be supplied by Customer Services. The Publisher will reply within 14 working days with a response to the appeal. The Publisher's decision is final.
*mad.co.uk's office hours are Monday to Friday 9.30 to 5.30. The office is not open weekends or public holidays therefore at these times, response times will be longer.
