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Our Complaints Procedure


Our relationship with you is very important to us. Our aim is to help you resolve this complaint in a friendly and professional manner by looking for the right outcomes for your situation.

We consider that any expression of dissatisfaction about the service we provide to be a complaint and we take this very seriously.


What do you do if you have a complaint?

Initially, please raise this with the person dealing with you. You can choose how you prefer to do this i.e. by email, letter, by phone or in person.

The person dealing with your complaint will respond quickly and no later than 10 business days from when you first raised your concerns with them. If your matter is more complex we may need a little more time to look into the issues, but we will inform you of this when we talk to you.

We will then investigate your complaint. This will normally involve passing your complaint to a director, who will review your matter and speak to the person in question. We will respond quickly with the answers to the issues raised and no later than 21 days from our initial response letter. If we need more time, we will notify you of when you can expect a reply.

It is really important to us that you are able to express all your concerns with us openly and honestly. Therefore, if you are still not satisfied, you should contact us again requesting a review and we will arrange for another director to review the original director’s decision.

We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  
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