Our complaints procedure may be initiated by telephone, email, via our website or in writing. If we can’t resolve your issue immediately here is how it will be dealt with:
- If you have made your complaint verbally or via our website, we will acknowledge your complaint immediately. If you have made your complaint in writing we will acknowledge it within 5 working days of receiving it.
- We aim to have your complaint resolved within 5 working days and will email or write to you outlining the resolution. If we are unable to resolve your complaint within 5 working days we aim to resolve it within 20 working days.
- In the event that we can’t resolve your complaint within 20 working days, we will write to you advising you why we require more time to resolve your complaint.
- Please email us at firstname.lastname@example.org if you would like to discuss our complaints procedure.