Complaints Policy

Your views are important to us and we need you to tell us when a service is failing or something is not right. We will do our best to put things right and prevent them from happening again.

If you wish to make a formal complaint we will endeavour to resolve your complaint speedily and with minimum inconvenience. It is usually possible for issues to be resolved immediately at the first point of contact. However, in some instances we may require more time to investigate the circumstances of your complaint and in this situation we have implemented the following policy to deal with all customer complaints fairly:
  1. We take all complaints seriously and investigate them properly and fairly to make sure that, wherever possible, they are resolved and that relationships are repaired. We publicise the existence of our complaints policy so that people know how to contact us to make a complaint
  2. We aim to resolve complaints at the time if we can, but in any case all complaints will be acknowledged within 3 working days of receipt. The complainant will receive an email confirming that it is being handled in accordance with our complaints policy.
  3. All complaints are fully investigated by the head of department. The head of department will report their findings to the complainant within 5 working days of the acknowledgment of the complaint.
    • If the complaint specifically relates to the head of department, the investigation will be conducted by the head of a different department.
  4. The complainant will be given 5 working days to respond to the findings of the investigation; if we receive no response in that time we will consider the complaint resolved.
  5. If the complainant feels unsatisfied with the investigation they can escalate the complaint to the managing director.
  6. The managing director will make further investigations and report his findings within 5 working days.
  7. The complainant will be given 5 working days to respond to the findings of the managing directors investigation; if we receive no response in that time we will consider the complaint resolved.
  8. If the complainant still feels that the complaint is unresolved they can refer the complaint to arbitration by an agreed 3rd party.