Complaint Handling Procedure

1. Acknowledgment: We will acknowledge receipt of your complaint within 3 business days of receiving it. You will receive an acknowledgment letter or email confirming that your complaint is being processed.

2. Investigation: We will carry out a full investigation into your complaint. This may involve speaking to relevant staff members or contractors, reviewing records, and any other necessary steps to understand the issue and gather all relevant information.

3. Resolution: After completing the investigation, we will provide you with a written response outlining the findings and any actions taken to resolve the issue. This will usually be within 10 business days of acknowledging your complaint. If the matter requires more time, we will inform you of the expected timescale.

4. Follow-Up: We will ask for your feedback on how we handled the complaint and whether you are satisfied with the resolution. If you are not satisfied, we will discuss further options with you, which may include escalation to a senior team member or an external body if applicable.

5. Continuous Improvement: All complaints will be reviewed regularly to identify any trends or areas where our service can be improved. This will help us to maintain high standards and prevent similar issues from occurring in the future.

We take all complaints seriously and aim to resolve them fairly and promptly. Thank you for helping us improve our service.