Complaints Procedure
‘We are committed to providing a professional service to all our clients and customers. If things go wrong we need you to tell us
about them. This will help us to improve our service going forward and resolve issues as soon as possible.
I you have a complaint, please put this in writing (letter or email) to us. We will then acknowledge and respond in line with the
timescales and stages set out below.
Stage 1 - Your Complaint
Please put your complaint in writing either by letter or email and address it to Daniel Brewer (Director). Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
*Remember to include details for complaints from a 3rd party or contractor if they differ from your usual complaints procedure.
Stage 2 - Our Acknowledgement
Your complaint will be acknowledged and we will start our in house complaints process
Timescale
Within 3 working days of receiving your complaint
Stage 3 - Our Investigation
Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate
Timescale
Within 15 working days of receiving your complaint
Stage 4 - Final Viewpoint
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by Daniel Brewer (Director). This will outline our final viewpoint on the matter.
Timescale
Within 15 working days of receiving your request for a further review
