Our commitment
We take complaints seriously and we want to hear them. A complaint is an opportunity to put something right and to improve our practice. We would rather know about a problem and address it than have you walk away unhappy. This procedure sets out how to raise a complaint, what we will do in response, and how to escalate the matter if you remain dissatisfied.
How to raise a complaint
Please email [email protected] with:
- A clear description of the issue
- Dates, names, and any reference numbers relevant to the matter
- The outcome you would like us to consider
Please use the subject line “Complaint” so that the message is routed correctly. If email is not a workable channel for you, please say so in any reasonable channel and we will agree an alternative.
What happens next
Acknowledgement
We acknowledge complaints within three working days. The acknowledgement names the person who will handle the complaint and confirms the channel we will use to communicate with you. If we need any clarification before we can begin the investigation, we ask for it at this stage.
Investigation and response
We aim to provide a substantive written response within 14 working days. The response sets out what we found, what (if anything) we are going to do about it, and the reasoning behind that decision. Where the complaint is complex and a longer review is needed — for example, where multiple individuals or third parties need to be consulted — we explain the timeline in writing and keep you updated as the work progresses.
Resolution
Where we have made a mistake, we say so, explain what happened, and set out what we will do differently. Where we believe we have acted correctly, we say that too, with our reasoning. Either way, we aim for a clear, written conclusion that you can read and rely on.
Escalation
If you are not satisfied with our response, please reply to the original thread asking for the matter to be escalated. A director will review the file independently of the original handler and respond. We aim to provide the escalation response within a further 14 working days. The director’s response is the final position internally.
Data-protection complaints
Complaints about how we handle personal data should follow this procedure first — we want the chance to put it right. If you remain dissatisfied after we have responded, you have the right to complain to the Information Commissioner’s Office (ICO) at https://ico.org.uk/make-a-complaint/. Nothing in this procedure removes that right or requires you to exhaust our internal process before exercising it.
Annual review
This procedure is reviewed annually by a director. We also revisit it whenever we receive feedback that suggests it could be clearer or fairer in practice.