Complaints Procedure

We highly value your feedback and are committed to consistently providing a service that meets your expectations. However, in the unlikely event that you are dissatisfied with our service, we want to hear from you.

What to expect from us:

We want you to feel comfortable raising any issues that concern you, whether it relates to our work or our service that directly affects you. Our complaints handling procedure is designed to be accessible, flexible, and transparent, ensuring proportionality, efficiency, and a quality outcome.

You can reach out to us through various methods:

Rest assured that we will respond to your concern or complaint within three working days. We will personally speak with you to fully understand the nature of your complaint and the resolution you are seeking. Subsequently, we will follow up in writing either via email or letter. We will inform you of the approximate time it will take to conduct a thorough investigation, which usually takes around 10 working days. However, the timeline may vary depending on the complexity of your complaint. If we need more time, we will inform you in writing, providing you with a new timeline and the reason for the extension.

If we are unable to reach an agreement or you remain dissatisfied, you have the option to escalate your concern or complaint to one of the professional bodies of which we are members. A full list of these professional bodies is available on our website. These organisations can offer advice and practical assistance to help us reach a satisfactory resolution. We are dedicated to addressing any concerns or complaints you may have and ensuring that we continuously improve our services based on your feedback.