We are committed to providing a high-quality service to all our clients. If you have any concerns or complaints about our services, please follow our complaints procedure:
1. Making a Complaint
If you have a complaint, please contact us as soon as possible. You can do this by [specify method of contact, e.g., emailing us at [email address] or calling us on [phone number]]. Please provide as much detail as possible about your complaint, including any relevant documentation.
2. Our Response
We aim to acknowledge your complaint within [specify timeframe, e.g., 5 working days] of receiving it. We will investigate your complaint and aim to provide a full response within [specify timeframe, e.g., 20 working days], although this may take longer if the issue is complex. If we require more time, we will inform you of the reasons for the delay and provide you with an updated timeframe.
3. Resolution
We will do our best to resolve your complaint quickly and fairly. Once we have completed our investigation, we will contact you to discuss the outcome and any actions we have taken or propose to take.
4. Escalation
If you are not satisfied with our response, you may escalate your complaint to [specify next level of escalation, e.g., a senior manager or an external mediator]. We will provide you with details of how to do this upon request.
5. External Resolution
If you remain dissatisfied after following our internal complaints procedure, you may have the right to refer your complaint to an external dispute resolution scheme. We will provide you with details of relevant schemes where applicable.
6. Feedback
We welcome feedback on our complaints handling process and will use it to improve our services.
