Please provide as much detail as possible about your complaint, including relevant documents or evidence.
Acknowledgment of your complaint
We will acknowledge your complaint within two working days and provide you with the name of the person handling your complaint. If your complaint is complex or will take longer than ten working days to resolve, we will provide an interim update on the investigation.
Investigation of your complaint
We will investigate your complaint thoroughly and aim to resolve it as efficiently as possible. Possible outcomes may depend on the issue, including a refund, credit, replacement, or other remedies. The response will outline the resolution and next steps.
We welcome feedback on our response and will use it to improve our processes.
Resolution of your complaint
We aim to resolve complaints within 10 working days of receipt. If we cannot meet this commitment, we will contact you to explain the reasons for the delay and provide a revised timeline.
Escalation of your complaint
If you are not satisfied with the resolution provided, please feel free to contact Danielle McDonald or Hannah Stevens at [email protected] so that they may review any further steps needed to resolve your issue quickly and consistently with both parties involved, given due consideration regarding confidentiality throughout this process.
We will keep a record of your complaint and our response for internal purposes for at least six months from when it was received. In addition, our management team reviews all complaints to monitor trends and significant related issues. We are committed to providing our clients exceptional service and use all reasonable efforts to ensure their concerns are met promptly and resolved satisfactorily.