Group customer complaint policy

At The Dining Club Group we always aim to do our best, but sometimes things do go wrong. If you have a complaint about the service you have received, or an experience you have had, we want to hear about it, so we can always be improving what we do and how we do it.

Email us at:

Or alternatively you can write to us:

Customer Relations
Ello Group
Birkby Grange
85 Birkby Road

We will acknowledge receipt of your complaint within 24 hours, and do everything we can to respond within 7 days. Sometimes things are a bit more complicated and may take time to investigate, if this is the case we will let you know.

If after 7 working days the complaint remains unresolved we will issue a 2nd letter or email explaining the reason that the matter is still unresolved and we will work to resolve it within the next 7 days.

After 14 days we will issue you with a letter or email resolving your complaint or explaining our final position.

Contact information

Office address:
Gourmet Society
Birkby Grange