Legal
Complaints Procedure
We are committed to providing a quality service and to investigating all complaints promptly, fairly and transparently.
Our commitment
If ever we were to receive a complaint (although we know it won't ever get to that), we will acknowledge it in writing, respond within a stated timeframe, deal with you reasonably and sensitively, and take action where appropriate.
What counts as a complaint
An expression of dissatisfaction about our actions, services, or the application of our policies, for example, mistakes or poor service, unreasonable delay, unprofessional conduct, bias or unfair treatment, or failure to follow our published procedures.
Stage 1 — Informal
Raise your initial complaint with Amy Billings in person, by phone or by email. We aim to resolve it within 10 working days of receipt.
Stage 2 — Formal escalation
If your complaint is not resolved at Stage 1, submit it in writing within 5 working days of the Stage 1 outcome. The Managing Director will action and resolve it within 10 working days, and we will confirm the decision in writing within 1 working day.
Outcomes & confidentiality
If we uphold a complaint, our remedy will be proportionate — an apology, an explanation, rectification, or process improvements. All information shared during an investigation is kept secure and used only for that purpose.
For the full, official policy please download the PDF below.
Download Official PDF