Complaints Procedure

Step 1: Initial Complaint Submission, reviewed by a Senior Member of staff.

If the customer feels their issue has not been resolved satisfactorily by a member of staff, they may request the matter be escalated to our senior staff. This step ensures a more experienced representative reviews their complaint.

Online Form can be found here.

We will acknowledge the complaint within 1 business day and aim to resolve it within 3 business days.

Step 2: Escalation to Senior Management

Should the customer remain dissatisfied after Step 2; the complaint may be escalated to the Senior Management for review.

• Customers must formally request this in writing, detailing why they are unsatisfied with previous responses.
• The Senior Management Team will investigate and provide a final decision within 3 business days.

Step 3: Escalation to Director

Should the customer remain dissatisfied after Step 3; the complaint may be escalated to the Director level for a final review.

• Customers must formally request this in writing, detailing why they are unsatisfied with previous responses.
• The Senior Management Team will investigate and provide a final decision within 5 business days.

Important Notes:

1. Director Involvement: Directors are not involved in the complaints process unless necessary, after all other steps have been exhausted.
2. Timely Updates: Customers will be kept informed at every stage of the process.
3. Respectful Communication: Our team is committed to addressing complaints professionally and courteously, and we request the same in return.

How We Handle Complaints Internally

• Record all complaints in a Complaints Register to track recurring issues and improve our services.
• Conduct regular reviews of our complaints process to ensure efficiency and fairness.