COMPLAINTS POLICY

If at any time you are not happy with the service that we have given, please email us at: [email protected]

What We Will Do

We aim to resolve your complaint as soon as possible. We may require further information from you to allow us to better understand your concerns – if this is the case we may contact you as part of our investigation.

Your complaint will be investigated upon receipt. If your complaint is resolved by our team within 3 working days following receipt, you will receive confirmation of this. Should you subsequently remain dissatisfied, we will detail your rights for further escalation. If your complaint remains unresolved after the close of business 3 working days following receipt, we will acknowledge your complaint.

Within eight weeks of receiving your complaint, we will send either a final response providing you with the details of our findings, or; a written response explaining why a final response is not yet available and an indication of when we expect to be able to provide this. If you are not satisfied with our final response, or you wish to escalate this directly, you have the right to complain to the Information Commissioners Office at ico.org.uk