Complaints Procedure

We are committed to providing a professional service and take complaints seriously. Our complaints procedure is as follows:

Raising a Complaint

• • Complaints can be submitted by email, telephone, or in writing. Please visit our contact us page to submit a complaint
  • Please provide as much detail as possible, including date, time, location, and any supporting evidence.

Acknowledgement

• • We will acknowledge receipt of your complaint within 5 working days.

Investigation

• • The complaint will be logged and investigated by a manager.
  • This may involve speaking with staff involved, reviewing records, and gathering further information.

Response

• • A written response outlining our findings and any actions to be taken will be provided within 20 working days of acknowledgement.
  • If more time is needed, we will notify you of the delay and provide an updated timescale.

Escalation

• • If you are not satisfied with the outcome, the complaint can be escalated to a Company Director.
  • A further review will be conducted, and a final response issued.

Continuous Improvement

All complaints are recorded and reviewed periodically to help us improve our service and prevent recurrence.