Complaints Procedure

We are committed to providing you with the highest level of service possible, but sometimes things can go wrong. By letting us know when you have a problem, we can work with you to understand what has happened and put it right. This easy-to-use guide tells you how to make us aware of your views so that we can address any concerns you may have, quickly and professionally.

Reporting a complaint 

The first thing you need to do is contact us, speak to a colleague and let them know what part of our service you are unhappy with. You can do this by phone, in writing by post, or you can send an email to We aim to resolve any issues immediately, however, if that is not possible, then your concerns will be escalated to our Director, who will consider/investigate the matter.

What happens next?

If we can’t resolve your complaint immediately. We will:

  • Confirm receipt of your complaint and let you know who will be responsible for investigating the issue raised (typically our Director)
  • Collate as much information as possible and liaise with the various staff involved to establish all the facts
  • Contact you with a detailed response within 5 working days, informing you of the outcome and ask if the proposed resolution is satisfactory. If we need more time to resolve your concerns, you will receive an explanation for the delay

All complaints will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our detailed response, we will assume the matter has been resolved and the complaint will be closed.

Still not happy?

After receiving our detailed response, if you feel your complaint has not been fully addressed, please let us know and we will consider the matter further. Your complaint will be discussed jointly by the business owners to see what more can be done to offer a resolution. Where possible, we will then contact you with a further/final response within ten working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to appeal to a third party.

Ultimately, if you are not satisfied with the outcome, we would advise that you contact our independent redress scheme: You must refer your complaint to the redress scheme within 12 months of our final correspondence regarding your complaint.