Complaints Procedure
Our Commitment
We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our services, we want to hear about it so we can put things right.
How to Make a Complaint
If you wish to make a complaint, please follow these steps:
- Contact Us: Reach out through our website contact form with details of your complaint.
- Provide Details: Include as much detail as possible, including dates, what happened, and how you would like us to resolve the issue.
- Reference Number: You will receive a reference number for your complaint within 2 business days.
Our Process
Once we receive your complaint:
- We will acknowledge receipt within 2 business days
- We will investigate your complaint thoroughly
- We aim to provide a full response within 15 business days
- If we need more time, we will keep you informed of progress
Escalation
If you are not satisfied with our response, you may request that your complaint be reviewed by a senior member of our team. We will arrange this within 5 business days of your request.
External Resolution
If you remain dissatisfied after our internal process, you may have the right to refer your complaint to an external dispute resolution body.