Our complaints policy sets out our commitment to our customers to resolve any issues that they may raise and constantly seek to improve upon the quality of our services

We are committed to listening to our customers’ comments and complaints regarding our services and facilities with the aim of resolving any issues as well as improving the quality of our service.

We will show this commitment by ensuring our complaints process is:  

  • Easy to access and understand, clear and simple to use
  • Responsive to the reasonable needs of complainants
  • Prompt, with established time limits for action, and keeping people informed of progress, especially when investigations take longer than expected
  • Fair, with an opportunity for a full and impartial investigation
  • Proportionate to the matters complained about
  • Informative, by using lessons learnt from complaints to improve services and by reviewing the results of such changes.
  • Reviewed by the Managing Director on an annual basis

When we respond to your complaints you can expect us to:

  • Take your concerns seriously
  • Provide the name of the member of staff responsible for dealing with the complaint at each stage of the procedure
  • Be factually correct
  • Deal with your complaint promptly
  • Avoid jargon
  • Answer all your points of concern
  • Be flexible in the way that we communicate with you
  • Provide reasons for the decision reached on a complaint
  • Explain the next steps available if you are still dissatisfied and provide contact details (address, telephone and email) including those of the relevant ombudsman service if required

Our complaints process will be:

  • Frank, open  and impartial, avoiding any bias in favour of any party
  • Thorough, finding out the relevant facts, taking views from people involved on both sides of the complaint and verifying explanations where possible
  • Equitable, treating people in similar circumstances in similar ways
  • Non discriminatory, those who make a complaint can be assured that they will not be subjected to discrimination or retaliation as a result of complaining

Who does this policy apply to?

  • The policy applies to all those we serve or have dealings with, whether visiting, writing, emailing, faxing or telephoning.
  • These include members of the public, commercial organisations and government bodies. It also applies to contractors, suppliers and any other individual or organisation that has business with our company.

What is a complaint?

We define a complaint as an expression of dissatisfaction with our service, no matter how expressed and whether justified or not, that requires a response or further action on the part of our company.


How to comment or complain

We welcome views on our service and will respond to comments and complaints, however presented, whether in person, in writing, by telephone, email or fax.

We provide the opportunity to our customers to provide feedback on our services at any point during our interaction with them by providing our contact details via the various channels listed above.

Our complaints procedure also forms part of all our marketing material and contractual documentation.

Our complaint handling procedure

Our aim is to resolve complaints as soon as we are aware of them, and this means that the member of staff who first deals with a complaint is responsible for resolving the problem personally, if it is within their area of responsibility, ensuring that the Managing Director or CEO is kept fully informed for monitoring and recording purposes. Where this is not possible, they are responsible for passing the complaint to another member of staff and ensuring that they are aware of their responsibility to deal with the complaint.

Receiving a complaint

A member of company staff will acknowledge receipt of a complaint within three working days (the day the complaint is received being Day 0). Our acknowledgement of the receipt of a complaint will always inform the customer of our complaints handling procedure and of the relevant ombudsman service. They will usually respond in writing, sometimes to confirm information given in a telephone call but also to let the customer know who will deal with the complaint. If they think that a meeting or a telephone call may help to resolve the complaint, they will offer that option.