Complaints Procedure

Complaints may be submitted in writing by email to [email protected]. Please include your full name, contact details, a clear description of your complaint, and any relevant dates or reference numbers.

We ask that complaints are submitted in writing so that we have an accurate record of your concerns and can respond to them fully.

We will acknowledge receipt of your complaint within 3 working days of receiving it. Our acknowledgement will confirm the name of the person handling your complaint and the expected timescale for our response.

We will investigate your complaint thoroughly and impartially. Where appropriate, we may contact you to request further information or to discuss your concerns.

We aim to provide a full written response to all complaints within 14 working days of acknowledgement. Where a complaint is complex and requires more time to investigate, we will keep you informed of progress and provide an updated timescale.

Our written response will set out our findings, any action we have taken or propose to take, and any remedy we are offering. We will aim to resolve complaints fairly and promptly.

If you are not satisfied with our response, you may request that your complaint is reviewed by a senior member of our team. Please indicate this in your reply and we will arrange a further review within 10 working days.

If you remain dissatisfied after our internal review, you may wish to seek independent advice or refer your complaint to an appropriate external body. We will provide details of relevant external bodies in our final response letter where applicable.

All complaints are handled in strict confidence. Information about your complaint will only be shared with those within our organisation who need to know in order to investigate and respond to it.