How We Respond

A prompt response is important and it is Silverpoint policy to ensure that all client enquiries or complaints are recognised and acknowledged.
By telephone
During office hours we will answer your call as quickly as possible, however, in busy periods you may be asked to wait in a queue, but we will endeavour to keep your waiting time to a minimum. You will also have the option to leave a voicemail message which we aim to respond to on the same working day.
Should the office be closed for public holidays you will be informed of the dates and times the office will re-open.
By email
If you contact us by email we will reply to your email within three days. If your complaint cannot be fully resolved within three days you will receive an email advising you of when you can expect a full response.
Should the office be closed for public holidays you will receive an automatic response informing you of the dates and times when the office re-opens.
Silverpoint's response to any customer contact will be in the most appropriate form. For example, an email enquiry will not necessarily receive an email response if it is felt a telephone call would be the best way of resolving an issue.
Follow this link to find out how to complain, ask a question or to give Silverpoint Customer Service your feedback.
Silverpoint Customer Service has a structured and robust complaints process to ensure the customer is kept informed and up-to-date at all times.
Silverpoint International
Silverpoint International
We left an answerphone message in the evening and someone got back to us the next day.

Debbie and Stuart
Sheffield, UK.


There are a number of ways in which you can contact the Silverpoint Customer Service department:
Talk to us in person
The Customer Service Centre is situated at the Hollywood Mirage Club in Tenerife. The office is open Monday to Friday from 9.30am until 4.30pm.
By telephone
Please call our Customer Service Department on 0800 949 6035. Lines are open between 9.00am and 5.00pm Monday to Friday.
By email
Write us an email at:
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