Complaints procedure

We are committed to providing a professional and high quality service. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients.

Therefore we aim to:

  • allow complaints to be made as easily as possible

  • treat all complaints seriously

  • deal with a complaint promptly and politely

  • respond in the right way - for example, with an explanation or an apology where we have got things wrong and feedback on any action taken

  • learn from complaints and use them to improve our services

Making a complaint

Please write or email your complaint, making sure you:

  1. include as much detail as possible so that we can investigate and respond accordingly

  2. provide full contact details as well as your preferred method of response (i.e. email or letter)

  3. send all complaints via the contact form, give us a call 01208 226522 or send them by post.

What happens next?

  • All communications are logged

  • We will acknowledge your complaint in writing within 5 working days of receipt and explain who will be dealing with your complaint

  • We may contact you for further information if necessary during our investigation

  • We will provide you with a written explanation of our findings within 15 working days of the original receipt of your complaint

Please see our client handling policy.