Our Complaints Policy
We are committed to providing a high-quality of service to all our customers. When something goes wrong, we need you to tell us about it and this will help us to improve our standards.
Formal Complaints Procedure
In the first instance, please try to resolve your complaint with the person dealing with the matter informally. If you are unable to resolve the matter informally, you should write to Dan Pierce – Group Sales Manager setting out in detail the nature of your complaint as clearly and as fully as possible, including any action taken to date, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 7 working days of receipt. You should get a response to your complaint within 14 working days.
If you are not satisfied with the initial response to the complaint, then you can write to Graham Pinks – Financial Director and ask for your complaint and the response to be reviewed. Your letter will be acknowledged within 7 working days of receipt and a response within 14 working days.
We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detail investigation you will receive an interim response describing what is being done to deal with the matter and when a full reply can be expected and from whom.
If you are not satisfied with the subsequent reply, then you have the option of writing to Richard Johnson – Managing Director stating the reason why you are dissatisfied with the outcome. You must do this within 14 days of receiving the written response from Graham Pinks
You will receive a final response normally within 10 working days to inform you of the action that will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.