Complaints Procedure

How to make a complaint

All complaints or concerns must be submitted in writing by email to ensure they are properly recorded and reviewed.

Email: [email protected]

Our approach

We aim to provide a high standard of service at all times. Where a customer raises a concern, we will review the matter carefully and respond appropriately.

Handling of complaints

All complaints must be submitted by email and will be reviewed by a senior member of staff or the Complaints Manager.

Where appropriate, we will:

• Record the details of the issue raised
• Contact you by email if clarification is required
• Review relevant information and records
• Respond in writing by email once our review is complete

Timescales

We aim to respond as promptly as possible. Where further review is required, a written response will usually be provided within eight weeks of receipt.

Resolution

Our response will outline our findings, any explanation considered appropriate, and any proposed outcome (if applicable).

Closure

Once our written response has been issued, the matter will be regarded as closed. Further correspondence on the same issue may not receive a further response unless new and relevant information is provided.

General notes

• This procedure applies solely to services provided by the company
• Concerns are assessed on a case-by-case basis
• This procedure does not constitute an admission of liability