Complaints Policy

Our Commitment

We are committed to providing excellent service to all our clients. When something goes wrong, we want to hear about it so we can put things right and improve our services.

How to Make a Complaint

If you have a complaint about our services, please contact us as soon as possible. You can reach us by:

• Email: Using our contact
• Writing to us with full details of your complaint

What to Include

Please provide the following information when making a complaint:

• Your contact details
• Details of the complaint including dates and names if applicable
• What you would like us to do to resolve the issue
• Any supporting documentation

Our Response Process

1. Acknowledgment - We will acknowledge receipt of your complaint within 2 working days
2. Investigation - We will thoroughly investigate the matter
3. Response - We aim to provide a full response within 10 working days
4. Resolution - We will work with you to find an acceptable resolution

If You're Not Satisfied

If you are not satisfied with our response, please let us know. We will review the matter again and discuss further steps to resolve the issue.

Learning from Complaints

We take all complaints seriously and use them as an opportunity to improve our services. We regularly review complaint patterns to identify areas where we can do better.

Confidentiality

All complaints are handled confidentially. We will only share information with those who need to know to investigate and resolve your complaint.

All complaints are handled confidentially and used to improve our services.