Complaints Handling Policy
Our complaints policy
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the detail either in writing to the address below or to firstname.lastname@example.org marked ‘Complaint’.
We then have 4 weeks to provide a full resolution to your complaint.
What will happen next?
- We will acknowledge receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Managing Director, Richard Lloyd-hughes, who will review your file and speak to the member of staff who acted for you, examine email and written correspondence and recordings of phone calls where necessary.
- Within 14 days you will receive a full report with supporting evidence where applicable advising you what has happened with the case(s).
- You will then be invited to have an informal conference call with Richard and/or your account manager to discuss the findings.
- We will then write to you within 7 days of the conference call confirming our final position on your complaint.
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