Complaints Procedure
Table of Contents
Complaints Procedure
We are committed to providing a professional and transparent service to all our clients and customers. If something goes wrong, we want to hear about it. Your feedback helps us improve our standards and ensure the best experience for everyone who works with us.
Where appropriate, we will make reasonable adjustments for customers who may need additional support. This includes anyone who may be affected by age, disability, health issues, bereavement, language barriers, or financial difficulty.
If you have a complaint, please submit it in writing with as much detail as possible. We will acknowledge your complaint and respond in line with the timeframes outlined below.
What Happens Next
Written Acknowledgment
Once we receive your complaint, we will send you a written acknowledgment within three working days to confirm that we have received your concerns.
Investigation
Your complaint will be reviewed by the office manager or a designated member of our team. They will examine all relevant details, review your file, and speak with any staff members involved. A formal written response outlining the findings and any proposed resolution will be sent to you within 15 working days of receiving your complaint.
Further Review
If you are not satisfied with the outcome, you may request a further review. Your case will then be examined by a senior member of staff who was not previously involved in the matter.
Final Written Response
We will write to you within 15 working days of your request for a review, confirming our final position on the matter and explaining our reasoning clearly.
How to Contact Us
We take every complaint seriously and aim to resolve all matters promptly, fairly, and with complete transparency. To submit a complaint, please send us detailed message.
