Last Updated: 1st October 2025
 

At Bespoke Aero Ltd (“we”, “us”, “our”), we are committed to delivering high-quality services and maintaining the trust of our clients. We take complaints seriously and aim to resolve them quickly, fairly, and transparently.

 

1. Making a Complaint

 

If you are dissatisfied with any aspect of our service, you may raise a complaint by contacting us in writing at:

Bespoke Aero Ltd
167-169 Great Portland Street

5th Floor

London

W1W 5PF, UK

complaints@bespoke.aero

 

Please provide as much detail as possible, including:

• Your name and contact details;

• The nature of the complaint;

• Relevant dates, correspondence, or supporting documents.

 

2. Our Process

 

• Acknowledgement: We will acknowledge receipt of your complaint within 3 Business Days.

• Investigation: Your complaint will be reviewed by an appropriate senior representative not directly involved in the matter.

• Response: We will provide a full written response within 20 Business Days of acknowledgement. If more time is required, we will inform you of the delay and the reasons.

 

3. Escalation

 

If you are not satisfied with our response, you may request that the matter be reviewed at a higher level within Bravo Alpha. We will then provide a final written outcome.

 

4. Record Keeping

 

We maintain records of all complaints, investigations, and outcomes. These records are kept for a minimum of six (6) years in accordance with our Data Retention Policy.

 

5. Confidentiality and Fairness

 

All complaints will be handled in strict confidence and without prejudice to your rights. We are committed to treating all complainants fairly and without discrimination.

 

6. Governing Law

 

This Complaints Policy is governed by the laws of England and Wales.

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