If you have a complaint
Our commitment to you
I aim to give you the best service, but we know that sometimes things can go wrong. I take any complaints we receive seriously and aim to resolve any of your concerns fairly, promptly and efficiently.
What to do if you are dissatisfied
To make sure that me and my team provide the service you expect, I welcome your feedback. If you’re not happy with the service we have given, give my team a call and let me know what you’re not happy with. You can also get in touch in person, in writing or over email using these contact details:
Telephone : 0330 995 0220
Email : email@example.com
4th Floor Kingsgate House
How I will handle your complaint
Me and my team aim to resolve all complaints in a fair and timely manner. Your complaint will be acknowledged in writing within 5 business days of receipt and you’ll be told who is handling your complaint. All the necessary documentation and information available will be reviewed to carry out a thorough and objective investigation. Sometimes we may need to ask you for more information or permission for us to contact third parties. Once an assessment and full investigation of your concerns has been made, my team will provide you with a written response to confirm the decision. My team will endeavour to do this within 4 weeks of receipt, but if we have been unable to complete our investigation within this time then we will write and provide you with an update.
Our intended maximum response period for the final written response is 8 weeks from receipt. If my team believe you have suffered financial loss caused by our handling of your affairs, I may, at our discretion, offer a financial redress or other means of restitution which could include: an apology, an offer to do the work again or a refund of our fees. If I do not believe my team is to blame for the circumstances of the complaint or I don’t believe you suffered financial loss as a result of our actions, this will be confirmed in our response.
Me and my team would always want to resolve any concerns you raise with us internally but if you are dissatisfied following our final written response or 8 weeks have passed since you raised your complaint with us and you aren’t happy with the progress, you can refer the matter to the Legal Ombudsman.
Address: PO Box 6804, Wolverhampton, WV1 9WG; Telephone: 0300 555 0333 or Email: firstname.lastname@example.org. Further details will be provided at that time.
Following our Complaint Handling Procedure does not affect your right to take legal action.