Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will respond in line with the timeframes set out below.

What Will Happen Next?

• Acknowledgment: We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

• Investigation: We will then investigate your complaint. This will normally be handled by the office manager, who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment letter.

•  Further Review: If you are still not satisfied, you should contact us again, and we will arrange for a separate review to take place by a senior member of staff.

• Final Response: We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

We are committed to resolving all complaints fairly, transparently, and professionally through this in-house procedure.

If you require further assistance or clarification during the process, please contact our office directly.